Support Knowledge Manager

July 6

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Cribl

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Cribl is a company providing a cloud-based service, allowing users to manage and analyze their data through a web application. The service includes features for user accounts and integration with Google for authentication.

501 - 1000 employees

Founded 2017

☁️ SaaS

📋 Description

• We are seeking an experienced and strategic Support Knowledge Manager to establish, lead, and mature the Knowledge Management (KM) program within our Technical Support organization. • Responsible for developing and executing a comprehensive KM strategy centered around Knowledge-Centered Service (KCS) principles. • Enhance the efficiency and effectiveness of our Technical Support Engineers (TSEs). • Ensure the consistency and quality of support knowledge, and capture invaluable organizational expertise. • A key strategic aspect of this role involves structuring and optimizing our knowledge base to ultimately power both human and AI-driven customer support solutions. • You will champion a culture of knowledge sharing and continuous improvement.

🎯 Requirements

• A minimum of 3+ years of direct, hands-on experience developing, implementing, managing, and maturing knowledge management programs. • Active KCS v6 Practices Certification. • Proven track record of successfully implementing and driving the adoption of KCS methodology within a technical support environment. • Deep functional knowledge of knowledge management principles, best practices, content lifecycle management, information architecture concepts, taxonomy development, and metadata strategies. • A solid understanding of technical support operations, common enterprise software concepts (e.g., cloud, databases, networking basics, security principles), and the challenges faced by technical support engineers. • Strong analytical capabilities with demonstrated experience defining, tracking, and interpreting KM and support metrics. • Proven ability to build strong working relationships and collaborate effectively across different functions. • Hands-on administration and configuration experience with leading Knowledge Management Systems such as ServiceNow Knowledge Management, Salesforce Knowledge, Confluence, or SharePoint. • Direct experience applying or integrating AI/ML technologies within a KM program. • Experience designing and developing training materials and delivering engaging training sessions to technical audiences.

🏖️ Benefits

• health, dental, vision, short-term disability, and life insurance • paid holidays and paid time off • a fertility treatment benefit • 401(k) • equity • eligibility for a discretionary company-wide bonus