Responsibilities

• As the founding member of this team, the Technical Knowledge Manager will define and deliver the foundational framework for our customer-facing technical documentation. 
• Deliver the first set of external documentation, including multimedia content, to our customers. 
• Build out tooling to support our internal and external documentation framework. 
• Define and deliver modern and scalable documentation organizational practices including frameworks, strategy and architectural design. 
• Partner closely with Customer Experience and Solutions Engineering teams to build out an internal technical knowledge base and related processes/framework. 
• Partner closely with Engineering, Product, and Design (EPD) to ensure documentation deliverables are delivered to CX teams efficiently and completely when EPD ships new features or updates. 
• Utilize a data-driven approach to prioritize content requests from internal stakeholders and customers. 
• Bring curiosity, positivity, flexibility and ownership to each day.

What We’re Looking For

• 3+ years of experience in a technical writing or knowledge management role. 
• 2+ years of experience building out internal and external documentation strategies,  including frameworks and architectural design.  
• Experience with strategies that have a self-service or digital-led first lens is a plus. 
• Proven ability to leverage internal subject matter expertise to create complete and comprehensive customer-facing documentation. 
• Experience with documentation and internal knowledge base tooling. 
• Experience utilizing a data-driven approach to prioritizing deliverables.  
• Experience delivering written documentation and associated multimedia content (videos, gifs, audio, etc). 
• Excellent communication skills.
• Strong organization, time and project management skills. 
• Experience in cybersecurity or identify management is a plus. 
• Experience with GitBook is a plus.