Position SummaryWe are seeking a Technical Writer to take ownership of the Blackpoint knowledge base and turn it into a reliable, structured content platform for our internal teams, our customers, and our MSP partners. This is a full-time, permanent role with a clear initial mandate: rebuild a library of roughly 250 articles to a single standard, close a significant content gap, and establish the documentation discipline that keeps it current.
Use of AI will be a force multiplier for drafting, holding a consistent voice and structure across products, and rewriting the same source content at different altitudes for different audiences You will verify procedures against the live product, chase down incomplete specs with engineers, judge what content needs to exist as the product evolves, capture institutional knowledge that was never written down, and be accountable for the knowledge base's accuracy.
The work is also foundational to Blackpoint's AI strategy. We are moving toward AI-assisted and agentic support, and the quality, structure, and accuracy of our documentation is the baseline that capability depends on. You will write for two audiences at once: the person reading the article, and the retrieval system answering a support ticket from it.
You will report to the Head of Product and work closely with Product Management, Technical Support, SOC and threat operations SMEs, and product marketing, using internal documentation and validated support ticket data as your source material.
Key Responsibilities- Standards & Style Guide: Define and own the Blackpoint documentation style guide and article templates, then enforce them consistently across the full knowledge base.
- Knowledge Base Rewrites: Rewrite approximately 150 stale, incomplete, or empty articles, grounding each in internal documentation, SME input, and validated support ticket data rather than assumption.
- Net-New Content: Author approximately 100 new articles covering troubleshooting, client lifecycle, billing workflows, MSP management at scale, and compliance guidance.
- Information Architecture: Build a persona-aligned information architecture that serves internal teams, customers, and partners distinctly, and map an end-to-end customer journey through the content.
- AI and Agentic Readiness: Structure content for machine retrieval - consistent headings, atomic topics, explicit prerequisites and outcomes, clean metadata and tagging, and no ambiguity that a retrieval system would resolve incorrectly.
- SME Collaboration: Run the SME process. Interview support engineers, SOC analysts, and product managers, extract accurate technical detail, and turn it into clear procedure without requiring SMEs to write.
- Data-Driven Prioritization: Use ticket volume and themes, search queries, article performance, and deflection data to decide what gets written, rewritten, and retired.
- Publishing Workflow & Governance: Establish the publishing workflow - named content owners, review SLAs, version control, and a freshness and audit cadence so the library does not decay again.
- Product Release Alignment: Work to the product release cadence so documentation ships with the feature, not after it.
- Quality & Accuracy: Validate every procedure you publish. Documentation in this environment is used during live security incidents and must be correct.
Qualifications- 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 (for example Zendesk, Intercom, Confluence, Document360, or similar), plus 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 the ability to hold a quality bar under volume pressure.
Preferred Qualifications- Direct experience documenting MDR, EDR, SIEM, or managed security services, or writing for an MSP audience.
- Experience preparing a content corpus for AI-assisted support, RAG retrieval, or an agentic support workflow, including chunking, metadata, and evaluating retrieval quality.
- Familiarity with compliance frameworks referenced by our customers (CIS, NIST, SOC 2, HIPAA, PCI DSS, Essential Eight).
- Experience with API and integration documentation.
- Ability to produce supporting diagrams, screenshots, or short walkthrough videos.
Success Measures - First Six Months- Month 1: Full knowledge base audit complete, style guide and templates approved, prioritized backlog agreed with Product leadership.
- Month 3: Information architecture live, end-to-end customer journey published, priority rewrites shipped, publishing workflow and content ownership in place.
- Month 6: Library rebuilt to a single standard, net-new content gap closed, documentation validated as a source for AI-assisted tier 1 responses, and measurable movement in ticket deflection and time-to-resolution.
