Technical Content Specialist creating clear documentation for Rocscience’s geotechnical engineering software. Managing CMS content, HTML, accessibility, and technical collaboration in Toronto.
About the role
- Technical Writer rebuilding Blackpoint Cyber’s cybersecurity knowledge base. Structuring accurate content for customers, MSP partners, internal teams, and AI-assisted support.
Responsibilities
- 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
- 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
- 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
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