The Knowledge Engineer is a key role within the Customer Support organization. This role will report to the Director of Customer Support Operations, and will be responsible for collecting technical data and creating consumable knowledge articles for Company that can be used by the internal teams as well as our customers. This role involves capturing technical data from new features, existing procedures and known workarounds and converting into usable documentation consumed by customers and internal Company employees.

Main Duties:

    • Identify and collect configuration workflows, support case trends, software issues, and solutions that can be transformed into customer/partner/internal online KB articles and videos.
    • Continually develop new technical content that enables fast resolution of customer issues.
    • Create videos of workflows for customer education.
    • Establish authoring, maintenance and lifecycle KCSv6 processes for KB content.
    • Facilitate cross-functional Knowledge Management process coordination with Customer Support, Product Management, Engineering and technical Marketing
    • Monitor outcomes via dashboards and adjust strategies to improve results.

Responsibilities:

    • Analyze, synthesize, and create information through interviews with subject matter experts, hand-on product usage, exploring the existing documentation, and collaboration with colleagues.
    • Examine support cases to identify target articles for authoring.
    • Perform reviews of technical content. Involve subject matter experts, Developers and test engineers as needed to capture knowledge on new features.
    • Process all external feedback and direct it to the right person for follow up.
    • Collaborate with Technical Documentation to merge KB content back into the user guides.
    • Collaborate with Product Management to convert KB article topics into product supportability improvements.

Qualifications:

  • 5+ years in customer support, technical marketing, quality assurance or system administration
  • Technical background in Networking, Storage, Backup and Recovery, Virtualization and cloud technologies like GCP, AWS or Microsoft Azure.
  • Ability to convey technical material, including complex developer-level issues, with accuracy, clarity, readability, and efficiency.
  • Experience with creating quality technical articles and multimedia content.
  • (Preferred) Experience leading consistent knowledge base article process and workflow development with global Customer Support and Engineering
  • Knowledge Centered Support (KCSv6) certified (preferred)
    Functional expertise with Salesforce and Search Unify preferred
  • Strong technical aptitude, attention to detail, accuracy, project management and the willingness to research technical information, as needed.