About CriSys Limited
CriSys Limited develops mission-critical software and systems for fire, police, ambulance, and disaster response agencies. For more than 30 years, our platforms have supported emergency communications and operations across Canada, serving more than 100 municipalities.
We are seeking a Technical Writer & Trainer to join our team and support our public-safety customers through high-quality documentation, effective training, and professional customer support. This role is well suited to someone who can communicate complex information clearly, build strong working relationships, and contribute in a fast-paced, mission-critical environment.
Role overview
The Technical Writer & Trainer is responsible for creating and maintaining documentation, developing and delivering training materials, and supporting customers in their use of CriSys systems. This role works closely with internal teams, including development, support, and implementation staff, to ensure that customers receive accurate information, effective training, and timely assistance.
The successful candidate will be comfortable working with public-safety professionals, able to adapt communication styles for different audiences, and capable of learning complex systems quickly.
Key responsibilities
- Create, revise, and maintain user documentation, procedures, training guides, release notes, and related materials.
- Translate technical concepts into clear, concise, and user-friendly documentation.
- Design and deliver effective end-user training sessions, both in person and remotely.
- Support customers in understanding system functionality and best practices.
- Confirm training outcomes through follow-up and verification where appropriate.
- Collaborate with development, support, and project teams to ensure documentation and training content remains accurate and current.
- Provide first-tier technical support when required, including issue intake, triage, and escalation.
- Assist with customer implementations, including preparation of training materials and coordination of sessions.
- Maintain documentation records, training logs, and customer-facing reference materials.
- Travel to customer sites primarily within Ontario, with occasional travel elsewhere in Canada and, at times, outside Canada.
Required qualifications
- Excellent written and verbal communication skills in English.
- Demonstrated ability to produce clear, concise, and audience-appropriate technical writing.
- Demonstrated experience designing and delivering effective training.
- Strong customer service orientation and professionalism.
- Strong analytical and problem-solving skills.
- Ability to learn new technologies, systems, and workflows quickly and independently.
- Ability to work effectively with minimal supervision and as part of a small team.
- Valid Ontario driver’s licence.
- Current Canadian passport, or ability to obtain one within a reasonable timeframe.
- Reliable personal vehicle for business travel.
- Ability to be bonded for commercial purposes.
- Eligibility for a Government of Canada security clearance at the Confidential or Secret level.
Preferred qualifications
- Experience in technical writing, training, or customer support in a software or IT environment.
- Familiarity with public safety, emergency services, or other mission-critical operations.
- Experience supporting adult learners or operational users.
- Working knowledge of computer systems, hardware, and software troubleshooting.
- French language skills, spoken and written.
- Experience in a small team environment with direct customer interaction.
What we offer
- Competitive salary based on experience.
- Comprehensive health and dental benefits.
- Generous vacation and paid time off.
- Flexible hours and work-from-home options, subject to operational needs.
- A collaborative team environment with meaningful work and direct customer impact.
- The opportunity to support public-safety organizations and contribute to critical community services.
How to apply
Please send your resume and a brief cover letter outlining your qualifications and interest in the role to [email protected].
Pay: $65,000.00-$80,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Work from home
Application question(s):
- Are you fully bilingual in English and French, both written and spoken?
- Do you have experience writing end-user documentation for software applications?
- Have you developed course curricula, lesson plans, or structured training materials for end users?
- Have you delivered training both in person and online/remote?
- Have you used HelpBreeze, RoboHelp, or a similar help-authoring tool to create application documentation or online help?
- Do you have experience working for a software company or supporting software products?
- Have you worked with QA concepts, including function testing or regression testing, in a software environment?
- Have you documented bugs, defects, or customer-reported issues clearly enough for developers or QA teams to act on them?
Work Location: Hybrid remote in Markham, ON L3R 9Y4
