Technical Writer

ABOUT HELCIM

Helcim was founded with a mission at heart: to be the world's most loved payment system. We believe that by offering small businesses in North America a decidedly human payment solution where it is easier to sign up and use while being transparent and affordable, we can empower them to grow and prosper. Simply put, helping small businesses thrive is at the very core of our business model, and we think that's a great way to do business.

THE POSITION

We are seeking a Technical Writer & Trainer to be the definitive "source of truth" for how the Helcim platform works. Your primary mission is to ensure that both our customers and our internal teams have the knowledge they need to succeed as our product evolves.

You will own the written documentation for and design the internal training programs that keep our staff at the top of their game. As the person closest to the user experience and the technical details, you will also play a key role in providing feedback to our product teams to ensure our platform remains intuitive and user-friendly.

A SUCCESSFUL CANDIDATE WILL;

Create High-Quality Technical Documentation:

• Write, edit, and maintain user-friendly support guides and FAQs for our external knowledge base ).
• Simplify the complex: Translate technical updates and new features into clear, actionable guides that help small business owners manage their payments with ease.
• Audit regularly: Ensure all documentation is accurate, up-to-date, and reflective of the current Helcim experience.
• Navigate and document technical environments beyond the UI, including API references, webhooks, and third-party integrations. The candidate must be comfortable "looking under the hood" to explain how data flows between Helcim and a merchant's existing software stack

Drive Internal Training & Education:

• Internal Upskilling: Develop training materials (decks, guides, and quizzes) to keep the Customer Success, Support and Sales teams informed on new feature releases
• Lead Training Sessions: Facilitate "Product Deep Dives" and onboarding sessions to ensure every Helcim team member is an expert on our platform.
• Knowledge Management: Establish and own standards for internal process documentation to organize internal resources, so that staff can find answers quickly and provide superior support to our merchants.

Become a Platform Expert & Product Contributor:

• Continuous Learning: Deeply explore every corner of the Helcim platform to understand the "how" and "why" behind every feature.
• Feedback Loop: As you document and train, identify areas of friction or confusion within the product. Provide tertiary feedback to the Product, Design, and Development teams to help improve the user experience and clarity of the platform.
• Technical to Tactical Translation: Ability to deconstruct complex software logic and rebuild to digestible explanations that a small business owner can act on immediately

KEY COMPETENCIES

Experience & Skills:

• Proven Technical Writing: Experience creating customer-facing support documentation or internal technical manuals.
• Instructional Ability: Comfortable explaining complex concepts to others, whether in writing or through live internal training sessions.
• Platform Proficiency: A natural knack for learning software quickly and the ability to explain it to both technical and non-technical audiences.
• Attention to Detail: A "sharp eye" for consistency in tone, branding, and technical accuracy.

Soft Skills:

• Communication: Excellent verbal and written skills with a talent for being concise.
• Proactive Problem Solving: The ability to see a "confusing" feature and suggest a way to make it clearer for the end user.
• Ownership: Self-motivated to manage multiple documentation and training projects simultaneously while meeting release deadlines.

HELCIM CULTURE IS;

Being builders: We build things ourselves and we build them well. We use technology and our creativity to overcome challenges that would seem beyond the capability of a company our size. We improve what is already there, invent our way out of problems and we never stop dreaming of better.

Choosing the harder path: We believe that the right decisions are usually the harder ones, so we embrace the challenge and endure when others quit. We choose what is difficult because it is more rewarding in the long-term, and makes us resilient, so that we not only survive but thrive.

Creating trust: We earn trust by striving to be our best selves every day and by lifting those around us. We recognize that trust is hard to earn, easy to lose and is tested continuously over time, so we make trust our way of life.

Contributing to a company of many: We are stronger because of our collective passion, diversity, and fellowship. We believe only great teams can accomplish great things, and we ask the very best of each other. Together we create our own future.

WORKING AT HELCIM 

Joining Helcim means joining a fast-growing company where we have found coming together makes us a strong company.  We have a drive to achieve big things which creates amazing opportunities for everyone willing to work hard and contribute to that growth - opportunities for faster career growth, for more learning, more impact, and accelerated experience - all while surrounding yourself with incredible people working on interesting problems and delivering great results.

Here are some of the reasons we attract such great people:

The Way of the Helcim:  At Helcim, we build a team of engaged, caring and intelligent people.  In return we provide an environment where you can be excited to come to work each day and tackle these challenges with an amazing team.  Learn more about Helcim's unique culture and environment in our culture book The Way of the Helcim.

Health and dental benefits: Through our Group Benefits, you'll get access to dental benefits, extended healthcare benefits for drugs, vision, paramedical coverage (e.g. massage therapists, dieticians, mental health professionals), counseling, health service navigation, life insurance, critical illness and disability insurance, and more. All of these benefits come into effect on Day 1 of employment

Dedicated Health Spending Account ("HSA"): An additional budget available for you to spend on health-related expenses (e.g. eyeglasses, therapy).

Maternity  and Parental Leave: To help launch our team members into this phase of family life we have some additional benefits in place including salary top for the birthing parents and a bonding break for non-birthing parents.

Stock Options: Stock options enable our team to purchase Helcim shares at a future date at a specified price. Every team member, not just people leaders and executives receive equity (aka ownership in the company).

Vacation Time: All team members get paid vacation time and a company break in December so they can recharge when they need it.

Flexible work location: Work and life happens at different times and places. This is why our team enjoys the flexibility of hybrid work and flexibility around hours of work, so we can all do our best work. Our hybrid work schedule offers flexibility to work from home on Tuesdays and Thursdays. Furthermore, our core hours give team members flexibility to manage other parts of their lives.

Training: Helcim will cover 50% of the applicable training costs of up to $500 per year.

LOGISTICS

Job type: Full-time

Hiring manager: Maria Gonzaga

Location: Hybrid, In Office Monday's, Wednesday's + Friday's

Candidates must be eligible to work in Canada and be located in Calgary for this position.