{"id":2747238,"url":"https://alion.io/job/fullscript-senior-technical-writer-support-documentation","title":"Senior Technical Writer, Support Documentation","company":{"id":9061,"name":"Fullscript","domain":"fullscript.com","url":"https://alion.io/company/fullscript","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Product","role_family":"Product","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ottawa, Canada","Kelowna, Canada","Toronto, Canada","Calgary, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":69000,"max_usd":125000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":85},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Knowledge Graph","optional":true},{"name":"RAG","optional":true}],"status":"live","first_seen_at":"2026-10-16T22:18:13Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T15:47:45Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Fullscript\nWe’re an industry-leading health technology company on a mission to help people get better. We started in 2011 with one simple idea. Make it easier for practitioners to access the products they trust so they can deliver better care.\nThat simple idea grew into a platform that powers every part of care. Today, more than 125,000 practitioners use Fullscript for clinical insights, lab interpretations, patient analytics, education, and access to high-quality supplements. Over 10 million patients rely on Fullscript to stay connected to their care plans and follow through on treatment.\nWe build tools that make care smarter and more human. Tools that save time, simplify decisions, and help practitioners stay closely connected to the people they care for. When everything they need is in one place, they can focus on what matters most: helping people get better.\nThis is your invitation.\nBring your ideas, your grit, and your care for people.\nJoin us and shape the future of care.\nThe Opportunity\nThe Senior Technical Writer owns documentation for one or more product areas of the Fullscript platform, and partners on the content strategy behind how the Support Center as a whole is structured. It has grown alongside a platform that evolves quickly. Expect a mix of mature documentation to maintain and refine, and newer product surfaces where you decide what should exist at all.\nThis role reports to the Manager, Support Documentation, and is a primary partner on content strategy. You are comfortable deciding how content is structured so people can find it, where the line falls between self-service and a conversation with a support agent, which numbers the work should move, and what to stop doing. The work stays hands-on. You will keep writing and editing documentation alongside the structural work.\nThe Support Center is the source of truth for platform knowledge, whether the reader is a practitioner, a patient, or one of our own support agents. An error in it reaches every audience at once, and content has to hold up for someone scanning a page as much as for a system pulling a single answer out of it.\nWhat you'll do\nDocumentation ownership\nOwn the content lifecycle for your product areas, from planning and drafting through maintenance and retirement, across every audience those areas touch.\n\nDocument complex platform behavior, including integrations, identity and permissions, and net-new features with no existing content model to build on.\n\nAnswer the question the reader arrived with, and where it genuinely helps, surface the adjacent capability they did not know existed.\n\nUse AI-assisted authoring to draft, summarize, and audit, then validate the output against the product before it publishes.\n\nInformation architecture and content strategy\nPartner with the Manager, Support Documentation, to design and evolve the information architecture of the Support Center: taxonomy, content types, navigation, and the metadata schema underneath them.\n\nIdentify when a new feature makes existing documentation inconsistent or redundant, and lead the consolidation rather than layering new content on top.\n\nMonitor documentation effectiveness through self-service resolution, search performance, feature adoption, and support contact volume on documented topics, and prioritize work based on what those show.\n\nProduce AI-ready content: topics that still make sense when a system pulls one out on its own, consistent semantic markup, and metadata complete enough to route a question to the right answer.\n\nUse insights on where AI-assisted support returns wrong answers to prioritize the content fixes that follow, and negotiate that work against everything else in the queue.\n\nRelease scoping and cross-functional collaboration\nGather and validate technical information ahead of a release, partnering with Product Management, Product Marketing, Engineering, and whichever subject matter experts (SMEs) own the detail, and translate what you learn into documentation.\n\nWork with support managers and frontline agents to find where customers get stuck, and use what they see to decide what gets documented and at what depth. Flag for Product when a pattern points at the product rather than the content.\n\nProduce an impact assessment for each release: which existing content becomes inaccurate, which audiences are affected, and who owns each open question.\n\nIdentify what readers will need that the product specification does not address, and pursue those questions to an answer rather than documenting around the gap.\n\nScope and size the releases nobody else can take yet, flag what will not fit early enough for someone to make a call, and grow the team's scoping until writers handle their own domains unaided.\n\nStandards, quality, and governance\nModel and enforce the style guide, editorial policy, and content quality standard, and keep them current as the platform changes.\n\nMaintain consistent terminology across the Support Center: a controlled vocabulary of approved terms, the variants to avoid, and definitions SMEs have signed off on.\n\nImprove content operations: templates and content types, SME review and approval workflows, and a review cadence driven by risk, usage, and feedback rather than by article age.\n\nGovern the entire Support Center, including content the team does not author: taxonomy and metadata consistency, deduplication, and a defined path from published to deprecated to archived with redirects in place.\n\nPeer review and mentorship\nProvide peer review and mentorship on craft, and be the editorial resource other writers come to.\n\nBring other writers into release scoping and walk them through how you got to the impact assessment.\n\nWhat you bring to the table\n5+ years writing technical or support documentation for SaaS platforms or complex software environments.\n\nDirect experience changing the structure of a documentation set, knowledge base, or help center, not only working within one.\n\nStrong writing skills, with the ability to turn complex technical behavior into accurate, scannable documentation, and to write the same information at the right depth for a practitioner, a patient, or a support agent.\n\nComfortable working from incomplete information. You can define the documentation plan for a release that is still taking shape instead of waiting for a finished brief.\n\nExperience with content modeling and single-sourcing, so a fact lives in one place rather than being maintained across a dozen articles.\n\nProficiency in a modern content management system, including its structured fields and metadata rather than only its authoring view.\n\nComfort with AI-assisted authoring, and an interest in why a well-written article can still produce a wrong answer.\n\nBonus if you have\n Healthcare, clinical, or other regulated software documentation experience.\nExperience with knowledge management practices where support agents contribute and improve content as they resolve cases.\n\nExperience improving how content gets found, through on-site search relevance, query analysis, or external ranking.\n\nDocumenting integrations across a partner ecosystem, where behavior differs from one integration to the next.\n\nExperience with a component content management system (CCMS) such as Paligo, Heretto, or IXIASOFT, or with structured authoring in DITA.\n\nTaxonomy or ontology work, including knowledge graphs and the entity relationships underneath them.\n\nPrior work grounding a knowledge base for retrieval-augmented generation (RAG) or an AI support assistant, including how you measured whether the answers came back right.\n\nPrompt design, or a working view of where AI-generated drafts reliably fall short.\n\nWhat we can offer you\nRemote-first flexibility to work where you work best, with Ottawa, Toronto, or Calgary preferred for this role. \nFlexible PTO and competitive pay, because work-life balance matters \nRRSP/401k match and competitive compensation packages to invest in your future \nPremium benefits package with customizable coverage, paramedical services, and an HSA. \nFullscript discounts to save on high-quality wellness products \nContinuous learning opportunities to grow your skills and career\nCompensation range\nThe salary range for this role is between $75,000 and $90,000 (CAD). Fullscript shares salary ranges to support transparency and help candidates make informed decisions. The range shown reflects base salary only. The range shown reflects base salary only. Additional incentives, perks, and benefits may be available as part of Fullscript’s total rewards package.\nFinal compensation depends on experience, skills, and location. We review pay regularly to stay aligned with market data and internal equity. Benefits and total rewards may vary by region.\nWhy Fullscript\nGreat work happens when people feel supported, trusted, and inspired. At Fullscript, we stay curious and keep finding smarter ways to make care better. We grow together, take on new challenges, and focus on impact. We put people first, work as a team, and leave egos at the door.\nWhat to Know Before You Apply\nWe’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page.\nA quick note: Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. If there’s a match, our team will reach out directly.\nFullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at .\nAll offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.\nWe use AI tools to support parts of the hiring process, including screening and reviewing responses. Final hiring decisions are always made by people and follow all applicable privacy and employment laws in Canada and the U.S.\nLearn More\nwww.fullscript.com\n@fullscriptHQ on instagram\n@fullscript on YouTube\nFullScript on LinkedIn","description_format":"text","description_chars":10046,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Equity"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Dietary Supplements"],"lifecycle":[{"event":"open","at":"2026-10-16T22:46:42Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"evidence":"Positions approved through LMIA in 12 months: 2","filings_12m":2,"filings_prev_12m":1,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"High Wage; Global Talent Stream","cap_exempt":false,"checked_at":"2026-10-03T21:10:52+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":45,"reasons":["conf:3","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/fullscript-senior-technical-writer-support-documentation","json_url":"https://alion.io/job/fullscript-senior-technical-writer-support-documentation.json","meta":{"generated_at":"2026-10-17T15:54:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21552,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":9061},"rest":"https://alion.io/mcp/rest/get_company?id=9061"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffullscript-senior-technical-writer-support-documentation"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffullscript-senior-technical-writer-support-documentation"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffullscript-senior-technical-writer-support-documentation"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fullscript-senior-technical-writer-support-documentation\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffullscript-senior-technical-writer-support-documentation"}]}