About Fullscript We’re an industry-leading health technology company on a mission to help people get better. 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. Bring your ideas, your grit, and your care for people.

Join us and shape the future of care.

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. This 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.

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. 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. 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 recent 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. Gather 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. Work 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.

Produce an impact assessment for each release: which existing content becomes inaccurate, which audiences are affected, and who owns each open question. Standards, quality, and governance Model and enforce the style guide, editorial policy, and content quality standard, and keep them current as the platform changes.

Improve 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. Govern 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. 5+ years writing technical or support documentation for SaaS platforms or complex software environments. ~ Direct experience changing the structure of a documentation set, knowledge base, or help center, not only working within one. ~ Strong 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. ~ Experience with content modeling and single-sourcing, so a fact lives in one place rather than being maintained across a dozen articles. ~ Proficiency in a modern content management system, including its structured fields and metadata rather than only its authoring view. ~ Bonus if you have Healthcare, clinical, or other regulated software documentation experience.

Experience with knowledge management practices where support agents contribute and improve content as they resolve cases.

Experience improving how content gets found, through on-site search relevance, query analysis, or external ranking.

Experience with a component content management system (CCMS) such as Paligo, Heretto, or IXIASOFT, or with structured authoring in DITA. Prompt design, or a working view of where AI‑generated drafts reliably fall short. Remote‑first flexibility to work where you work best, with Ottawa, Toronto, or Calgary preferred for this role.

Flexible PTO and competitive pay, because work‑life balance matters Fullscript discounts to save on high‑quality wellness products Continuous learning opportunities to grow your skills and career The 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. We review pay regularly to stay aligned with market data and internal equity.

Due to the high volume of applications, we’re not able to respond to phone or email inquiries about application status. Accommodations are available upon request at [email protected] offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws. fullscript on YouTube

📌 Senior Technical Writer, Support Documentation (Winnipeg)
🏢 Fullscript
📍 Winnipeg