Technical Writer
Role Overview
The Technical Writer will own and rebuild the knowledge base for internal teams, customers, and MSP partners.
The initial mandate is to standardize approximately 250 articles, address content gaps, and establish documentation practices that keep content current.
The role reports to the Head of Product and works with Product Management, Technical Support, SOC and threat operations SMEs, and product marketing.
Documentation supports AI-assisted and agentic support; content must serve both readers and retrieval systems answering support tickets.
Key Skills for This Role
Full Job Posting
About Blackpoint Cyber
Blackpoint Cyber provides cybersecurity threat hunting, detection, and remediation technology to commercial customers worldwide.
The company’s mission is to provide managed detection and response services and safeguard managed service provider operations.
Position Summary
The Technical Writer will own and rebuild the knowledge base for internal teams, customers, and MSP partners.
The initial mandate is to standardize approximately 250 articles, address content gaps, and establish documentation practices that keep content current.
The role reports to the Head of Product and works with Product Management, Technical Support, SOC and threat operations SMEs, and product marketing.
Documentation supports AI-assisted and agentic support; content must serve both readers and retrieval systems answering support tickets.
Key Responsibilities
- Define and enforce a documentation style guide and article templates across the knowledge base.
- Rewrite approximately 150 stale, incomplete, or empty articles using internal documentation, SME input, and validated support ticket data.
- Create approximately 100 articles about troubleshooting, client lifecycle, billing workflows, MSP management at scale, and compliance guidance.
- Build persona-aligned information architecture for internal teams, customers, and partners, and map the customer journey through the content.
- Structure content for machine retrieval using consistent headings, atomic topics, explicit prerequisites and outcomes, clean metadata, and tagging.
- Interview support engineers, SOC analysts, and product managers to obtain technical detail and turn it into clear procedures.
- Prioritize writing, revision, and retirement using ticket themes and volume, search queries, article performance, and deflection data.
- Establish publishing workflow and governance, including named content owners, review SLAs, version control, and freshness and audit cadence.
- Align documentation with product releases so it ships with features.
- Validate every published procedure for accuracy because documentation is used during live security incidents.
- Use AI to help draft content, maintain consistent voice and structure, and adapt source content for different audiences.
- Verify procedures against the live product, resolve incomplete specifications with engineers, identify documentation needs as products evolve, and capture undocumented institutional knowledge.
Qualifications
- At least 8 years of professional technical writing experience.
- Experience owning a customer-facing knowledge base or help center at scale.
Workplace
- The description does not specify a workplace arrangement.
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