Senior Technical Writer - Support Documentation

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.

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 at all.

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. 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.

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 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.

• Identify what readers will need that the product specification does not address, and pursue those questions to an answer rather than documenting around the gap.

• Scope 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.

Standards, quality, and governance

• Model and enforce the style guide, editorial policy, and content quality standard, and keep them current as the platform changes.

• Maintain consistent terminology across the Support Center: a controlled vocabulary of approved terms, the variants to avoid, and definitions SMEs have signed off on.

• 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.

Peer review and mentorship

• • Provide peer review and mentorship on craft, and be the editorial resource other writers come to.

  • Bring other writers into release scoping and walk them through how you got to the impact assessment.

Great 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.

What to Know Before You Apply

We’re grateful for the interest in joining Fullscript. To make sure your application reaches our hiring team, please apply directly through our careers page.

A 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.

Fullscript is an equal opportunity employer committed to creating an inclusive workplace. Accommodations are available upon request at [email protected].

All offers are contingent on successful background checks conducted in compliance with federal, state, and provincial laws.

We 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.