Senior Technical Writer — Support Knowledge Center (Remote)

Fullscript; Calgary; Remote; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Remote‑first

Flexible PTO

RRSP/401k match

Premium benefits

Fullscript discounts

Continuous learning

Job summary

Fullscript, a Canada-based health technology company, seeks a Senior Technical Writer to own documentation for one or more product areas of the Fullscript platform and shape the overall content strategy of the Support Center.

You will collaborate with product, engineering, and support teams to determine what to document, how content is structured, and how to balance self-service with agent-assisted support, while writing hands-on and guiding governance.

Qualifications

• 5+ years writing technical or support documentation for SaaS platforms.
• Experience changing the structure of a documentation set, knowledge base, or help center.
• Strong writing skills to translate complex technical behavior into clear, scannable documentation for practitioners, patients, or agents.
• Comfortable with AI-assisted authoring and structured metadata to guide AI outputs.

Responsibilities

• Own the content lifecycle for your product areas from planning through retirement across all audiences touched.
• Document complex platform behavior, including integrations, identity and permissions, and new features with no existing model.
• Balance self-service content with guidance from a support agent to address reader needs.
• Partner with Manager, Support Documentation to design information architecture and metadata schema of the Support Center.
• Produce AI-ready content and ensure governance, templates, and review workflows are maintained.

Skills

Technical writing

SaaS docs

Content strategy

AI-assisted authoring

Tools

Paligo

Heretto

IXIASOFT

Job description

Fullscript, a Canada-based health technology company, seeks a Senior Technical Writer to own documentation for one or more product areas of the Fullscript platform and shape the overall content strategy of the Support Center.

You will collaborate with product, engineering, and support teams to determine what to document, how content is structured, and how to balance self-service with agent-assisted support, while writing hands-on and guiding governance.