Senior Technical Writer, Support Documentation

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the content lifecycle for product areas, managing everything from planning and drafting to maintenance and retirement.

• Accurately document intricate platform behaviors, including integrations, identity and permissions, as well as new features.

• Utilize AI-assisted authoring tools to draft, summarize, and audit content, ensuring the output is validated against the product.

• Design and refine the information architecture of the Support Center, encompassing taxonomy, content types, navigation, and metadata schema.

• Merge inconsistent or duplicate documentation into cohesive resources.

• Track self-service resolution rates, search performance, feature adoption, and the volume of support contacts.

• Create AI-ready content complete with semantic markup and thorough metadata.

• Prioritize content corrections based on inaccuracies in AI-assisted support responses.

• Collaborate with Product Management, Product Marketing, Engineering, and Subject Matter Experts (SMEs) to gather and validate technical information for releases.

• Partner with support managers and frontline agents to identify customer friction points and documentation requirements.

• Generate assessments of release impacts.

• Identify and address documentation gaps that are not covered by product specifications.

• Scope and size releases while assisting writers in managing their areas independently.

• Uphold style guides, editorial policies, quality standards, and controlled terminology.

• Enhance templates, content types, SME review processes, approval workflows, and review schedules.

• Oversee the taxonomy, metadata, deduplication, and content archival workflows of the Support Center.

• Provide peer review, mentorship, and editorial support to fellow writers.

• Report directly to the Manager of Support Documentation.

⛳️ Requirements

• Over 5 years of experience in writing technical or support documentation for SaaS platforms or complex software environments.

• Proven experience in restructuring a documentation set, knowledge base, or help center.

• Excellent writing skills with the ability to translate complex technical concepts into clear, scannable documentation.

• Capacity to write content at the appropriate depth for practitioners, patients, and support agents.

• Ability to work with incomplete information and formulate documentation plans for evolving releases.

• Experience in content modeling and single-sourcing.

• Proficient in a modern content management system, including structured fields and metadata.

• Comfortable utilizing AI-assisted authoring tools.

• Ottawa, Toronto, or Calgary is preferred for this position.

• Bonus: Experience in healthcare, clinical, or regulated software documentation.

• Bonus: Knowledge management experience involving contributions from support agents.

• Bonus: Experience enhancing content discovery through search relevance, query analysis, or external ranking.

• Bonus: Experience documenting integrations across partner ecosystems.

• Bonus: Familiarity with CCMS tools such as Paligo, Heretto, or IXIASOFT, or structured authoring in DITA.

• Bonus: Experience with taxonomy or ontology, including knowledge graphs.

• Bonus: Experience grounding knowledge bases for RAG or AI support assistants.

• Bonus: Experience in prompt design.

🏝️ Benefits

• Remote-first flexibility to work from your preferred location.

• Flexible Paid Time Off (PTO).

• RRSP/401k matching contributions.

• Comprehensive benefits package with customizable coverage, paramedical services, and a Health Spending Account (HSA).

• Discounts on wellness products through Fullscript.

• Opportunities for continuous learning and development.

• Competitive compensation packages.

• Additional incentives, perks, and benefits may be available as part of the total rewards package.