Senior Technical Writer, Support Documentation

📋 Description

• Own the content lifecycle for product areas, from planning and drafting through maintenance and
• Document complex platform behavior, including integrations, identity and permissions, and net-new
• Use AI-assisted authoring to draft, summarize, and audit, then validate output against the product
• Partner with Manager, Support Documentation to design and evolve the information architecture of
• Monitor documentation effectiveness through self-service resolution, search performance, feature
• Produce AI-ready content with consistent semantic markup and complete metadata

🎯 Requirements

• 5+ years writing technical or support documentation for SaaS platforms or complex software
• Direct experience changing the structure of a documentation set, knowledge base, or help center
• Strong writing skills with ability to turn complex technical behavior into accurate, scannable
• Comfortable working from incomplete information
• Experience with content modeling and single-sourcing
• Proficiency in a modern content management system, including structured fields and metadata

🎁 Benefits

• Remote-first flexibility with preference for Ottawa, Toronto, or Calgary
• Flexible PTO
• Competitive pay
• RRSP/401k match
• Premium benefits package with customizable coverage, paramedical services, and HSA
• Fullscript discounts