Technical Writer Job at Hootsuite (Toronto)

Technical Writer

Hootsuite

Location:
Canada , Toronto ▼
Vancouver

Category:
IT - Administration

Contract Type:
Not provided

Salary:

59200.00 - 83000.00 CAD / Year

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Job Description:

We’re looking for a Technical Writer to write, edit, and curate the content in our internal Customer Support knowledge base and external Help Center, as needed. Reporting to the Director, Customer Support Enablement, you’ll be working with the Customer Support and Product teams to assess content needs and ensure that users can easily access the information they need to provide the best customer experience and that customers can easily find the information they need.

Job Responsibility:

Develop and deliver Knowledge Base publishing training to Customer Support teams on an as needed basis
Leverage usage data to improve content so as to provide increasingly relevant and usable content
Support the development of modern and on-brand writing standards, processes and workflows for external Help Center and internal Knowledge Base content
Create new content based on incoming requests as well as proactive collaboration with Product and Customer Support
Work closely with our Customer Support Training Specialists, Enablement Strategist, and Technical Writers to ensure alignment across training materials and Help Center content
Collaborate with Product teams to build required internal and external content for product releases and updates as needed
Coordinate with Customer Support leadership to remove barriers to content usage and adoption
Perform other related duties as assigned

Requirements:

Bachelors’ degree in any discipline plus 2-5 years experience in a customer service, documentation, or knowledge management role or equivalent combination of education and/or experience
Experience working in an operational support environment and/or SaaS environment is preferred
Proven experience working with Confluence, Madcap Flare, or other content authoring software, basic knowledge of HTML and CSS
demonstrated ability to create clear and easy to read content
Process/Project Management: Skilled at figuring out and managing the processes and timelines necessary to get work accomplished
Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
Accountability: Holds self and others accountable to meet commitments
Collaboration and Teamwork: Works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs
Commitment to Results: Consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
Decision Making: Consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
Interpersonal Savvy: Relates openly and comfortably with diverse groups of people
Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
Resilience, Tolerance for Change/Ambiguity: Can effectively cope with change, finding ways to advance work and projects

What we offer:

Health insurance including medical, dental, vision, life/disability insurances
Employee and Family Assistance Program
Group RRSP plan with a company match of up to 4% of base salary (Canada)
401k Plan with a company match (up to 4% of base salary) (US)
Global Parental Leave: 26 weeks of full and partially paid leave for eligible employees

Additional Information:

Job Posted:
February 14, 2026

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