Technical Content Writer

Everflow; Toronto; On-site; CAD 80,000 - 90,000; Full time

Benefits offered by this job

Group medical insurance

Unlimited PTO

Parental leave

Startup vibe

Collaborative culture

Education stipend

Gym stipend

Equipment stipend

Job summary

Everflow, a Toronto-based partner marketing platform, is seeking a Technical Content Writer who will own the Help Desk and Knowledge Base.

You will shape information architecture, write step-by-step guides, FAQs and platform walkthroughs, and collaborate with Product and Customer Success to document new features before launch, aiming to dramatically reduce tickets.

This role blends editorial craft with technical curiosity to create clear, actionable content that scales with the product.

Qualifications

• 3+ years as Technical Writer or Knowledge Base Manager in B2B SaaS/Developer tools/AdTech/API‑first.
• Experience owning and structuring a public-facing Help Center or Knowledge Base end to end.
• Experience administering modern help desk software (Zendesk/Intercom/Help Scout/Document360). Familiarity with HTML/CSS and Markdown.

Responsibilities

• Own structure, categorization, and search optimization of the Help Desk for a seamless UX.
• Create, edit, and maintain step-by-step guides, FAQs, troubleshooting articles, and walkthroughs for API integrations and tracking setups.
• Collaborate with Product and Customer Success to address high-volume ticket gaps and document new features before launch.
• Audit, retire outdated features, and ensure the Help Desk remains the single source of truth.

Skills

Information Architecture

Customer‑First mindset

Technical curiosity

Data‑driven strategy

Education

Bachelor’s degree in English, Technical Writing, Communications, CS

Tools

Zendesk Guide

Intercom

Help Scout

Document360

HTML/CSS

Markdown

Job description

About the role

As 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 CAD

Perks 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

Join Our Exceptional Team

Dive into a role where respect, ownership, and mindfulness define our culture. As a valued team member, you’ll enjoy the freedom to innovate and excel, supported by the tools and equipment you need to succeed.

Balance, Growth, and Connection

Work/Life Harmony: Embrace unlimited PTO and a healthy balance that respects your life outside work.

Continuous Growth: Regular feedback and discussions about your career path keep you moving forward.

Inclusive Community: Be part of a welcoming, engaging workplace that celebrates diversity and fun.

We offer a dynamic environment where excellence is rewarded, your well‑being is a priority, and every day brings a chance to make meaningful connections. Ready for a truly rewarding challenge? We’re excited to meet you.