Senior Technical Writer, Documentation

Position: Senior Technical Writer, Support Documentation
Location: Ahuntsic North

About Fullscript  We’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.
That 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.
We 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.
This is your invitation.  Bring your ideas, your grit, and your care for people.
Join us and shape the future of care.
The Opportunity  The 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 s 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.
The 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.
What you’ll do  Documentation ownership    Own the content lifecycle for your product areas, from planning and drafting through maintenance and retirement, across every audience those areas touch.

Document complex platform behavior, including integrations, identity and permissions, and net-new features with no existing content model to build on.

Answer the question the reader arrived with, and where it genuinely helps, surface the adjacent capability they did not know existed.

Use AI-assisted authoring to draft, summarize, and audit, then validate the output against the product before it publishes.

Information architecture and content strategy    Partner 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.

Identify when a new feature makes existing documentation inconsistent or redundant, and lead the consolidation rather than layering new content on top.

Monitor 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.

Produce 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.

Use 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.

Release scoping and cross-functional collaboration    Gather…