Lead Technical Writer
Blackpoint Cyber · Remote · Remote - Canada ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Lead Technical Writer
- Cybersecurity / MDR
- Fully remote
- AI-ready documentation
- 8+ years experience
You will take ownership of the Blackpoint knowledge base, transforming it into a reliable content platform. The initial mandate involves rebuilding roughly 250 articles to a single standard, closing content gaps, and establishing documentation discipline. Your work supports both human readers and AI retrieval systems, ensuring accuracy for live security incidents and agentic support workflows.
What you'll do
- Define and enforce the documentation style guide and article templates across the knowledge base.
- Rewrite approximately 150 stale or incomplete articles using internal docs and support data.
- Author around 100 new articles covering troubleshooting, billing, and compliance guidance.
- Build persona-aligned information architecture for internal teams, customers, and partners.
- Structure content for machine retrieval with consistent headings and clean metadata.
- Interview SMEs to extract technical details and convert them into clear procedures.
- Use ticket volume and search data to prioritize writing, rewriting, and retiring content.
- Establish publishing workflows with named owners, review SLAs, and version control.
What you'll need
- 8+ years of professional technical writing experience owning a customer-facing knowledge base.
- Proven experience running structured content overhauls, including audits and IA design.
- Strong command of style guides and topic-based, structured authoring principles.
- Ability to work with technical SMEs to produce accurate procedural content from interviews.
- Experience writing for cybersecurity, IT operations, MSP, or enterprise SaaS audiences.
- Working knowledge of platforms like Zendesk, Confluence, or Document360, plus Markdown and Git.
- Comfort using content analytics and support data to prioritize work and show impact.
- Excellent written English and ability to maintain quality under volume pressure.
Nice to have
- Direct experience documenting MDR, EDR, SIEM, or managed security services.
- Experience preparing content for AI-assisted support, RAG retrieval, or agentic workflows.
- Familiarity with compliance frameworks such as CIS, NIST, SOC 2, HIPAA, or PCI DSS.
- Experience with API and integration documentation.
- Ability to produce supporting diagrams, screenshots, or short walkthrough videos.
Stack
- Zendesk
- Intercom
- Confluence
- Document360
- Markdown
- Git
How you'll work
- Full-time permanent role
- Fully remote position
- Reports to Head of Product
- Collaborates with Product, Support, and SOC teams
What you get
- Competitive health, vision, dental, and life insurance (US)
- Robust 401k plan (US)
- Discretionary time off
- Global equity participation
- Local market standard benefits for international employees