Technical Writer

Technical Writer (Product Experience) - 12-Month Contract Turn complexity into clarity. Shape how thousands of learners, educators, and developers discover, understand, and succeed with Acuity's products. Great documentation isn't just about explaining features; it's about empowering people. It helps users find answers, build confidence, and feel supported. As Acuity's first dedicated Technical Writer (Product Experience), you'll have the rare opportunity to build something from the ground up: the voice, structure, and system that make our product documentation clear, consistent, and human. You’ll have ownership, autonomy, and visibility across teams, working closely with product managers, engineers, and designers to turn technical detail into effortless understanding. You'll shape how people experience Acuity's products, from the first click to confident mastery. If you love creating order from complexity, designing systems that scale, and writing with purpose and empathy, this role gives you the platform to do your best work and see your impact ripple across the organization. This is a 12‑month contract role, reporting to Reham Fawad, AVP, Growth Products. It is a chance to define what great documentation looks like at Acuity, demonstrate its business impact, and pave the way for a future function that grows beyond you. Your work will strengthen understanding, reduce friction, and ensure every innovation we ship is supported by clear, accurate, and approachable documentation. This is a fully remote role open to candidates based anywhere in Canada. Your Role in Action Design from zero. Build the structure, templates, and standards for how Acuity creates, reviews, and maintains documentation. Write with clarity and purpose. Produce developer‑ and user‑facing documentation that makes technical concepts easy to apply. Collaborate deeply. Work with Product Managers, Engineers, and Designers to ensure documentation reflects both product intent and user experience. Automate and scale. Introduce tools and workflows that make documentation fast to update and easy to version, using a Docs‑as‑Code mindset. Humanize the technical. Balance precision with empathy, ensuring our content sounds like it was written by people, for people. How You'll Contribute Your fingerprints will be on every major release and integration, helping Acuity move faster, communicate better, and give users the confidence to explore and succeed on their own. In your first year, you'll bring structure, voice, and discipline to how Acuity communicates its products. Create clarity across products. Build and maintain help content for our core solutions, ensuring every guide and FAQ is accurate and accessible. Document for developers. Write and manage API documentation that enables partners and institutions to integrate seamlessly, including authentication flows, request/response examples, SDK usage, and practical code samples. Own release communications. Lead the creation of release notes and “What’s New” content, making technical updates understandable and valuable for customers and internal teams. Build the documentation system. Develop templates, structure, and style guides that define how we write, review, and publish documentation. Improve through iteration. Partner with Product, Engineering, and Customer Success to identify gaps, update content, and continuously refine how information is shared. Use data and feedback. Track documentation usage and support inquiries to measure impact and inform priorities. What Your Success Looks Like Success isn't measured by pages written, but by the clarity you create, the speed you enable, and the confidence you inspire across teams and users alike. Within your first 3 months, you'll have: Established a working rhythm with Product Managers, Engineers, and Designers. Defined baseline metrics for documentation speed and support ticket volume. Published your first wave of help content or release notes, visible directly in-product. By the end of your first year, you'll have: Built a documentation framework, style guide, and publishing process that others can follow with ease. Delivered complete, high‑quality documentation for our core products, from help content to API references and release notes. Shortened the gap between feature completion and release communication through smarter workflows and automation. Increased engagement with help and API content while reducing recurring support inquiries. Become a trusted collaborator for product managers, engineers, and customer‑facing teams who rely on your clarity and judgment. The Perspective You Bring You've seen how great documentation changes everything, transforms confusion into confidence, and makes products feel effortless. You’re a craft‑minded communicator who thrives at the intersection of technology and clarity. You take pride in making complex ideas understandable, not by oversimplifying, but by bringing structure, flow, and empathy to how they're explained. You’ll thrive here if you've lived some of the following experiences and bring this kind of mindset to your work: Built clarity from complexity. Created or overhauled developer and product documentation in modern SaaS or platform environments, turning scattered information into something cohesive and trusted. Speak both human and technical. Fluent in APIs, endpoints, authentication flows, and SDKs, and knows how to translate them into language that is precise but approachable. Shaped systems, not just pages. Introduced structure, style guides, templates, review processes, or Docs‑as‑Code workflows that help teams scale consistency and quality. Understand the tools of the trade. Worked in HTML or Markdown, navigated Git or GitHub workflows, and used tools like Swagger or ReadMe to publish and version documentation. Write for how people read. Think in information architecture, not paragraphs, crafting content that is easy to scan, follow, and act on. Use AI thoughtfully. Experimented with tools like ChatGPT to boost efficiency, but knows where human voice and judgment matter most. Work with empathy and curiosity. Listens to engineers, product managers, and designers, understanding what they need from documentation and shaping it around shared goals. Move with urgency and care. Brings momentum to work, even in ambiguity, knowing when to polish and when to ship. How We Support You Competitive compensation: $75,000–$90,000 CAD annual salary, aligned with experience and scope. Growth and learning: $3,000 annual learning budget and mentorship across our Product and Engineering teams. Flexibility with purpose: Remote‑first team across North America, with trust and autonomy. Time to recharge: Two‑week company‑wide closure in December and self‑directed vacation (4–6 weeks typical). Comprehensive care: Health, dental, and mental‑wellness coverage from day one for you and your dependents. What To Expect From the Hiring Process Application Review. Every application is reviewed by a real person. Intro Conversation. A call with our recruiter to learn more about you, your background, and what you're looking for. Manager Conversation. A deeper discussion with Reham Fawad, the hiring manager, exploring scope, process, and alignment. Functional Conversation. Meet a Product Manager and a Development Manager to explore collaboration and problem‑solving. Decision & Offer. We consolidate feedback quickly and communicate with care, typically within a few days. During our conversations, we use AI‑powered note‑taking to support focus and accuracy, but all decisions are made by people. We know our process is a meaningful time commitment, and we truly appreciate the effort and energy you invest in getting to know us. We aim to make every step thoughtful, transparent, and worthwhile, for you as much as for us. Our Story & Purpose At Acuity Insights, our mission is to help education institutions discover and nurture future professionals who lead with empathy, integrity, and self‑awareness. Our journey began with the creation of Casper, a pioneering assessment designed to measure the human skills that matter most. Over time, we expanded through One45 and Analytics, building a unified platform that supports students and institutions from admissions to graduation. Today, our products are used by schools and programs across North America, the U.K., Australia, New Zealand, and Saudi Arabia. Life at Acuity Insights We're a remote‑first team of 140+ people who care deeply about our work and about each other. Our core values—caring, curious, driven—shape how we show up every day. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance. We're committed to inclusion and belonging in practice, not just principle. Diverse perspectives make us more creative, resilient, and equipped to solve meaningful problems. If you're looking for purposeful work, room to grow, and a team that's as thoughtful as it is ambitious, we hope you'll consider joining us. Seniority level Mid‑Senior level Employment type Contract Job function Other Industries IT Services and IT Consulting #J-18808-Ljbffr