Support Knowledge Manager

Cribl is a serious company that doesn't take itself too seriously, seeking collaborative, curious, and motivated team members who are passionate about putting customers first. We're looking for an experienced Support Knowledge Manager to develop and execute a comprehensive Knowledge Management strategy centered around Knowledge-Centered Service (KCS) principles.

Requirements

• Experience: A minimum of 3+ years of direct, hands-on experience developing, implementing, managing, and maturing knowledge management programs.
• KCS Certification: Active KCS v6 Practices Certification.
• KCS Implementation: Proven track record of successfully implementing and driving the adoption of KCS methodology within a technical support environment.
• KM Expertise: Deep functional knowledge of knowledge management principles, best practices, content lifecycle management, information architecture concepts, taxonomy development, and metadata strategies.
• Technical Acumen: A solid understanding of technical support operations, common enterprise software concepts, and the challenges faced by technical support engineers.
• Analytical & Problem-Solving Skills: Strong analytical capabilities with demonstrated experience defining, tracking, and interpreting KM and support metrics.
• Collaboration & Influence: Proven ability to build strong working relationships and collaborate effectively across different functions and levels of the organization.
• KM Tool Proficiency: Hands-on administration and configuration experience with leading Knowledge Management Systems such as ServiceNow Knowledge Management, Salesforce Knowledge, Confluence, or SharePoint.
• AI in Knowledge Management: Direct experience applying or integrating AI/ML technologies within a KM program.
• Training & Enablement: 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