Technical Writer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of Blackpoint Cyber’s knowledge base and transform it into a dependable, well-structured content platform.

• Establish and uphold the documentation style guide and article templates.

• Revise around 150 outdated, incomplete, or vacant articles.

• Create roughly 100 new articles that address troubleshooting, client lifecycle, billing workflows, MSP management at scale, and compliance guidance.

• Develop persona-aligned information architecture for internal teams, customers, and partners.

• Chart an end-to-end customer journey through the content.

• Organize content for machine retrieval with consistent headings, atomic topics, prerequisites, outcomes, metadata, and tagging.

• Conduct interviews with support engineers, SOC analysts, and product managers to gather precise technical details.

• Leverage ticket volume, search queries, article performance, and deflection data to prioritize content initiatives.

• Set up publishing workflows, content ownership, review SLAs, version control, freshness, and audit cadence.

• Ensure documentation aligns with product releases so that it accompanies features.

• Verify the accuracy of every published procedure during live security incidents.

• Report to the Head of Product and collaborate with Product Management, Technical Support, SOC and threat operations SMEs, and product marketing.

• Achieve initial six-month milestones that include a knowledge base audit, approved style guide and templates, live information architecture, priority rewrites, workflow governance, and AI-assisted support readiness.

⛳️ Requirements

• Over 8 years of professional technical writing experience, including management of a customer-facing knowledge base or help center at scale.

• Proven track record of executing a structured content overhaul: audit, information architecture, template and style guide definition, and high-volume rewrites.

• Strong command of a documented style guide and principles of topic-based, structured authoring.

• Demonstrated ability to collaborate directly with technical SMEs and produce accurate procedural content from interviews, internal documents, and ticket data.

• Experience writing for technical audiences in cybersecurity, IT operations, MSP/MSSP, or enterprise SaaS.

• Familiarity with knowledge base and documentation platforms such as Zendesk, Intercom, Confluence, Document360, or similar tools.

• Experience with Markdown and Git-based documentation workflows.

• Comfortable utilizing content analytics and support data to prioritize tasks and showcase impact.

• Exceptional written English skills.

• Strong self-direction and ability to maintain high quality under pressure.

• Preferred: direct experience in documenting MDR, EDR, SIEM, managed security services, or writing for an MSP audience.

• Preferred: experience in preparing content for AI-assisted support, RAG retrieval, or agentic support workflows, including chunking, metadata, and retrieval-quality assessment.

• Preferred: familiarity with CIS, NIST, SOC 2, HIPAA, PCI DSS, or Essential Eight.

• Preferred: experience with API and integration documentation.

• Preferred: capability to create diagrams, screenshots, or short walkthrough videos.

🏝️ Benefits

• For eligible employees in the US: Health Insurance, Vision, Dental, and Life Insurance plans.

• Comprehensive 401k plan.

• Discretionary Time Off.

• Additional minor perks.

• International employees receive competitive benefits in line with local market standards and applicable country regulations.

• Equity participation opportunities available to employees worldwide.

• Bonus potential.