Senior Technical Writer, Support Documentation

Location: Hybrid in Ottawa, Kelowna, Toronto, or Calgary, Canada. Remote-first flexibility is available, with Ottawa, Toronto, or Calgary preferred.

Salary: CAD 75,000–90,000 per year in base salary.

Company

hirify.global is a health technology platform that provides clinical insights, lab interpretations, patient analytics, education, and access to supplements for practitioners and patients.

What you will do

• Own the documentation lifecycle for assigned product areas, from planning and drafting through maintenance and retirement.
• Document complex platform behavior, including integrations, identity, permissions, and new features.
• Design and evolve Support Center information architecture, including taxonomy, content types, navigation, and metadata.
• Use self-service resolution, search performance, feature adoption, support volume, and AI-assisted support results to prioritize content improvements.
• Scope releases, assess documentation impact, validate technical information, and collaborate with Product, Product Marketing, Engineering, support managers, frontline agents, and subject matter experts.
• Maintain editorial standards, terminology, review workflows, content governance, and provide peer review and mentorship to other writers.

Requirements

• 5+ years of experience writing technical or support documentation for SaaS platforms or complex software environments.
• Direct experience restructuring a documentation set, knowledge base, or help center.
• Strong ability to turn complex technical behavior into accurate, scannable content for practitioners, patients, and support agents.
• Experience with content modeling, single-sourcing, and structured fields and metadata in a modern content management system.
• Ability to define documentation plans from incomplete release information and work with AI-assisted authoring while validating outputs against the product.
• Ability to work in the hybrid locations listed for this role: Ottawa, Kelowna, Toronto, or Calgary, Canada.

Nice to have

• Healthcare, clinical, or regulated software documentation experience.
• Knowledge management, support-agent contribution workflows, search relevance, or query analysis experience.
• Experience documenting partner integrations or working with CCMS platforms such as Paligo, Heretto, or IXIASOFT, or with DITA.
• Taxonomy, ontology, knowledge graph, RAG, AI support assistant, or prompt design experience.

Culture & Benefits

• Remote-first flexibility with a hybrid workplace model.
• Flexible paid time off and continuous learning opportunities.
• RRSP/401k matching and a competitive compensation package.
• Premium benefits with customizable coverage, paramedical services, and an HSA.
• Discounts on hirify.global wellness products and an inclusive work environment.

Hiring process

• Applications are submitted directly through the careers page.
• Offers are contingent on successful background checks conducted in compliance with applicable laws.
• AI tools may support parts of screening and response review, while final hiring decisions are made by people.