The OpportunityThe Senior Technical Writer owns documentation for one or more product areas of the Fullscript platform, and partners on the content strategy behind how the Support Center as a whole is structured. It has grown alongside a platform that evolves quickly. Expect a mix of mature documentation to maintain and refine, and newer product surfaces where you decide what should exist at all.
This role reports to the Manager, Support Documentation, and is a primary partner on content strategy. You are comfortable deciding how content is structured so people can find it, where the line falls between self-service and a conversation with a support agent, which numbers the work should move, and what to stop doing. The work stays hands-on. You will keep writing and editing documentation alongside the structural work.
The Support Center is the source of truth for platform knowledge, whether the reader is a practitioner, a patient, or one of our own support agents. An error in it reaches every audience at once, and content has to hold up for someone scanning a page as much as for a system pulling a single answer out of it.
What you'll do Documentation ownership- Own the content lifecycle for your product areas, from planning and drafting through maintenance and retirement, across every audience those areas touch.
- Document complex platform behavior, including integrations, identity and permissions, and net-new features with no existing content model to build on.
- Answer the question the reader arrived with, and where it genuinely helps, surface the adjacent capability they did not know existed.
- Use AI-assisted authoring to draft, summarize, and audit, then validate the output against the product before it publishes.
Information architecture and content strategy- Partner with the Manager, Support Documentation, to design and evolve the information architecture of the Support Center: taxonomy, content types, navigation, and the metadata schema underneath them.
- Identify when a new feature makes existing documentation inconsistent or redundant, and lead the consolidation rather than layering new content on top.
- Monitor documentation effectiveness through self-service resolution, search performance, feature adoption, and support contact volume on documented topics, and prioritize work based on what those show.
- Produce AI-ready content: topics that still make sense when a system pulls one out on its own, consistent semantic markup, and metadata complete enough to route a question to the right answer.
- Use insights on where AI-assisted support returns wrong answers to prioritize the content fixes that follow, and negotiate that work against everything else in the queue.
Release scoping and cross-functional collaboration- Gather and validate technical information ahead of a release, partnering with Product Management, Product Marketing, Engineering, and whichever subject matter experts (SMEs) own the detail, and translate what you learn into documentation.
- Work with support managers and frontline agents to find where customers get stuck, and use what they see to decide what gets documented and at what depth. Flag for Product when a pattern points at the product rather than the content.
- Produce an impact assessment for each release: which existing content becomes inaccurate, which audiences are affected, and who owns each open question.
- Identify what readers will need that the product specification does not address, and pursue those questions to an answer rather than documenting around the gap.
- Scope and size the releases nobody else can take yet, flag what will not fit early enough for someone to make a call, and grow the team's scoping until writers handle their own domains unaided.
Standards, quality, and governance- Model and enforce the style guide, editorial policy, and content quality standard, and keep them current as the platform changes.
- Maintain consistent terminology across the Support Center: a controlled vocabulary of approved terms, the variants to avoid, and definitions SMEs have signed off on.
- Improve content operations: templates and content types, SME review and approval workflows, and a review cadence driven by risk, usage, and feedback rather than by article age.
- Govern the entire Support Center, including content the team does not author: taxonomy and metadata consistency, deduplication, and a defined path from published to deprecated to archived with redirects in place.
Peer review and mentorship- Provide peer review and mentorship on craft, and be the editorial resource other writers come to.
- Bring other writers into release scoping and walk them through how you got to the impact assessment.
What you bring to the table- 5+ years writing technical or support documentation for SaaS platforms or complex software environments.
- Direct experience changing the structure of a documentation set, knowledge base, or help center, not only working within one.
- Strong writing skills, with the ability to turn complex technical behavior into accurate, scannable documentation, and to write the same information at the right depth for a practitioner, a patient, or a support agent.
- Comfortable working from incomplete information. You can define the documentation plan for a release that is still taking shape instead of waiting for a finished brief.
- Experience with content modeling and single-sourcing, so a fact lives in one place rather than being maintained across a dozen articles.
- Proficiency in a modern content management system, including its structured fields and metadata rather than only its authoring view.
- Comfort with AI-assisted authoring, and an interest in why a well-written article can still produce a wrong answer.
Bonus if you have- Healthcare, clinical, or other regulated software documentation experience.
- Experience with knowledge management practices where support agents contribute and improve content as they resolve cases.
- Experience improving how content gets found, through on-site search relevance, query analysis, or external ranking.
- Documenting integrations across a partner ecosystem, where behavior differs from one integration to the next.
- Experience with a component content management system (CCMS) such as Paligo, Heretto, or IXIASOFT, or with structured authoring in DITA.
- Taxonomy or ontology work, including knowledge graphs and the entity relationships underneath them.
- Prior work grounding a knowledge base for retrieval-augmented generation (RAG) or an AI support assistant, including how you measured whether the answers came back right.
- Prompt design, or a working view of where AI-generated drafts reliably fall short.
What we can offer you- Remote-first flexibility to work where you work best, with Ottawa, Toronto, or Calgary preferred for this role.
- Flexible PTO and competitive pay, because work-life balance matters
- RRSP/401k match and competitive compensation packages to invest in your future
- Premium benefits package with customizable coverage, paramedical services, and an HSA.
- Fullscript discounts to save on high-quality wellness products
- Continuous learning opportunities to grow your skills and career
Compensation rangeThe salary range for this role is between
$75,000 and $90,000 (CAD). Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only. The range shown reflects base salary only. Additional incentives, perks, and benefits may be available as part of Fullscript's total rewards package.
Final compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region.
