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Technical Content Writer
Everflow - Partner Marketing Platform
Montreal, CAN
Full Time
Mid
Yesterday
Technical WritingInformation ArchitectureKnowledge Base ManagementContent StrategyHTML/CSSMarkdown
Free
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Technical WritingInformation ArchitectureKnowledge Base Management
About the Role
Everflow is hiring a Technical Content Writer to own and scale the Help Center/Knowledge Base for their SaaS partner marketing platform. The role requires 3+ years of technical writing experience in B2B SaaS, developer tools, or AdTech, with strong information architecture and customer-first writing skills.
Key Skills for This Role
Technical WritingInformation ArchitectureKnowledge Base ManagementContent StrategyHTML/CSSMarkdown
Responsibilities
- Own the complete structure, categorization, and search optimization of our Help Desk
- Author, edit, and maintain clear, step by step guides, FAQs, troubleshooting articles, and platform walkthroughs
- Partner closely with Product & Customer Success teams to identify high volume ticket areas and proactively address those gaps
- Sync with the Product team to document new features before they launch
- Establish a rigorous review cycle to audit existing articles, retire outdated features, and ensure the Help Desk remains the single source of truth
Requirements
- 3+ years of experience as a Technical Writer or Knowledge Base Manager within a B2B SaaS, developer tools, AdTech, or API first environment
- Proven track record of managing and structuring a public facing Help Center or Knowledge Base from end to end
- Deep hands on experience administering modern help desk software (such as Webflow Zendesk Guide, Intercom, Help Scout, or Document360)
- Familiarity with HTML/CSS (for custom formatting) and basic Markdown is highly preferred
- Bachelor’s degree in English, Technical Writing, Communications, Computer Science, or equivalent professional experience
Full Job Posting
About The Role
- As our Technical Content Writer, you will be the strategic architect and hands on creator for our most viewed self serve help channel, the Help Desk.
- You will completely own, organize, and scale our customer facing Help Center/Knowledge Base.
- You will bridge the gap between complex platform mechanics and clear, actionable documentation.
- The Help Desk also acts as a source for many of our AI projects, making it a crucial piece of information.
What You'll Do
- Help Desk Strategy & Architecture: Own the complete structure, categorization, and search optimization of our Help Desk.
- Create Authoritative Technical Content: Author, edit, and maintain clear, step by step guides, FAQs, troubleshooting articles, and platform walkthroughs.
- Cross Functional Collaboration: Partner closely with our Product & Customer Success teams to identify high volume ticket areas and proactively address those gaps.
- Audit & Maintain Accuracy: Establish a rigorous review cycle to audit existing articles, retire outdated features, and ensure the Help Desk remains the absolute single source of truth.
Qualifications
- Information Architecture Mindset: You have a critical eye for structuring information.
- Customer First Mentality: You possess deep empathy for the customer and write with a voice that is helpful, clear, and authoritative.
- Technical Aptitude: You are highly technically curious and comfortable diving into platform settings, reading API documentation, and capturing clean screenshots or GIFs.
- Data Driven Strategy: You use analytics (e.g., search queries, ticket volumes) to inform what needs to be created or rewritten next.
Requirements
- Experience: 3+ years of experience as a Technical Writer or Knowledge Base Manager within a B2B SaaS, developer tools, AdTech, or API first environment.
- Knowledge Base Ownership: Proven track record of managing and structuring a public facing Help Center or Knowledge Base from end to end.
- Technical Stack: Deep hands on experience administering modern help desk software (such as Webflow Zendesk Guide, Intercom, Help Scout, or Document360).
- Familiarity with HTML/CSS (for custom formatting) and basic Markdown is highly preferred.
- Education: Bachelor’s degree in English, Technical Writing, Communications, Computer Science, or equivalent professional experience.
Compensation Package
- Base Salary: CAD 80,000 CAD 90,000 CAD
Perks Include
- Partial Coverage for Group Medical Insurance
- Unlimited PTO and paid holidays
- Paid parental leave
- Startup like environment
- A very collaborative team and culture
- Education, gym, and equipment stipend
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