About the roleAs our Technical Content Writer, you will be the strategic architect and hands-on creator for our most viewed self-serve help channel, the Help Desk. You are not just a writer-you will completely own, organize, and scale our customer-facing Help Center/Knowledge Base.
You will bridge the gap between complex platform mechanics and clear, actionable documentation. By taking charge of the overall information architecture, taxonomy, and content strategy, your mission is to make our sophisticated partner marketing platform incredibly easy to navigate, dramatically reducing support tickets and empowering our users to find answers instantly.
The Help Desk also acts as a source for many of our AI projects, making it a crucial piece of information.
What you'll do- Help Desk Strategy & Architecture: Own the complete structure, categorization, and search optimization of our Help Desk. You will build a seamless, intuitive UX that guides users directly to the solutions they need.
- Create Authoritative Technical Content: Author, edit, and maintain clear, step-by-step guides, FAQs, troubleshooting articles, and platform walkthroughs that simplify complex API integrations and tracking setups.
- Cross-Functional Collaboration: Partner closely with our Product & Customer Success teams to identify high-volume ticket areas and proactively address those gaps. Sync with the Product team to document new features before they launch.
- Audit & Maintain Accuracy: Establish a rigorous review cycle to audit existing articles, retire outdated features, and ensure the Help Desk remains the absolute "single source of truth" for the Everflow platform.
Qualifications- Information Architecture Mindset: You have a "critical eye" for structuring information. You know how to organize complex technical hierarchies and tags so that dry, multi-layered workflows are highly digestible.
- Customer-First Mentality: You possess deep empathy for the customer and write with a voice that is helpful, clear, and authoritative without sounding overly marketing-heavy.
- Technical Aptitude: You are highly technically curious. You are comfortable diving into platform settings, reading API documentation, and capturing clean, annotated screenshots or GIFs to make your guides visually clear.
- Data-Driven Strategy: You don't just write to write-you use analytics (e.g., search queries, ticket volumes) to inform what needs to be created or rewritten next.
Requirements: - Experience: 3+ years of experience as a Technical Writer or Knowledge Base Manager specifically within a B2B SaaS, developer tools, AdTech, or API-first environment.
- Knowledge Base Ownership: Proven track record of managing and structuring a public-facing Help Center or Knowledge Base from end to end.
- Technical Stack: Deep hands-on experience administering modern help desk software (such as Zendesk Guide, Intercom, Help Scout, or Document360). Familiarity with HTML/CSS (for custom formatting) and basic Markdown is highly preferred.
- Education: Bachelor's degree in English, Technical Writing, Communications, Computer Science, or equivalent professional experience.
Compensation Package:Base Salary: $80,000 - $90,000 CADPerks include:- Partial Coverage for Group Medical Insurance
- Unlimited PTO and paid holidays
- Paid parental leave for putting your family first
- Startup-like environment, without the constant rush to raise the next round of funding
- A very collaborative team and culture
- Education, gym, and equipment stipend
