Technical Writer

Blackpoint Cyber

. Own and rebuild Blackpoint Cyber’s knowledge base into a reliable, structured content platform .

Posted 9/25/2026full-timeRemote • CanadaSeniorLead💰 CA$107,000 - CA$133,200 per yearWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Own and rebuild Blackpoint Cyber’s knowledge base into a reliable, structured content platform
Define and enforce the documentation style guide and article templates
Rewrite approximately 150 stale, incomplete, or empty articles
Author approximately 100 new articles covering troubleshooting, client lifecycle, billing workflows, MSP management at scale, and compliance guidance
Build persona-aligned information architecture for internal teams, customers, and partners
Map an end-to-end customer journey through the content
Structure content for machine retrieval with consistent headings, atomic topics, prerequisites, outcomes, metadata, and tagging
Interview support engineers, SOC analysts, and product managers to extract accurate technical detail
Use ticket volume, search queries, article performance, and deflection data to prioritize content work
Establish publishing workflows, content ownership, review SLAs, version control, freshness, and audit cadence
Align documentation with product releases so documentation ships with features
Validate every published procedure for accuracy 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
Complete first-six-month milestones including knowledge base audit, approved style guide and templates, live information architecture, priority rewrites, workflow governance, and AI-assisted support readiness

Requirements

What you’ll need

8+ years of professional technical writing experience, including ownership of a customer-facing knowledge base or help center at scale
Demonstrated experience running a structured content overhaul: audit, information architecture, template and style guide definition, and high-volume rewrites
Strong command of a documented style guide and topic-based, structured authoring principles
Proven ability to work directly with technical SMEs and produce accurate procedural content from interviews, internal docs, and ticket data
Experience writing for technical audiences in cybersecurity, IT operations, MSP/MSSP, or enterprise SaaS
Working knowledge of knowledge base and documentation platforms such as Zendesk, Intercom, Confluence, Document360, or similar
Experience with Markdown and Git-based docs workflows
Comfort using content analytics and support data to prioritize work and demonstrate impact
Excellent written English
Strong self-direction and ability to maintain a quality bar under volume pressure
Preferred: direct experience documenting MDR, EDR, SIEM, managed security services, or writing for an MSP audience
Preferred: experience preparing content for AI-assisted support, RAG retrieval, or agentic support workflows, including chunking, metadata, and retrieval-quality evaluation
Preferred: familiarity with CIS, NIST, SOC 2, HIPAA, PCI DSS, or Essential Eight
Preferred: experience with API and integration documentation
Preferred: ability to produce diagrams, screenshots, or short walkthrough videos

Benefits

Comp & perks

For eligible employees in the US: Health Insurance, Vision, Dental, and Life Insurance plans
Robust 401k plan
Discretionary Time Off
Other minor perks
International employees receive competitive benefits in accordance with local market standards and applicable country requirements
Equity participation available to employees globally
Bonus opportunity