Support Knowledge Manager

Why You’ll Love This Role

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. In this critical role, you will be responsible for developing and executing a comprehensive KM strategy centered around Knowledge-Centered Service (KCS) principles. Your primary objective is to enhance the efficiency and effectiveness of our Technical Support Engineers (TSEs), significantly improve customer self-service success, 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, directly contributing to the intelligence of our platform and support tools. This position is pivotal in transforming how we capture, share, and leverage knowledge, moving beyond traditional knowledge base administration to build a scalable, intelligent system that underpins our support operations and aligns directly with our company mission as the Data Engine for IT and Security. You will champion a culture of knowledge sharing and continuous improvement, acting as a vital link between human expertise and system intelligence.

As An Active Member Of Our Team, You Will…

KM Strategy & KCS Leadership:

• Develop, implement, and continuously refine the overarching Knowledge Management strategy for the Technical Support organization, ensuring alignment with departmental objectives, KCS best practices, and the company's strategic goals
• Serve as the primary champion and expert for Knowledge-Centered Service (KCS), driving its adoption, maturity, and integration into the daily operations and performance metrics of the Technical Support team
• Establish and enforce KM governance frameworks, including defining clear policies, content standards, lifecycle processes, and roles/responsibilities to ensure program effectiveness and sustainability

Content Lifecycle & Quality Management:

• Oversee the complete knowledge content lifecycle for both internal support use and external customer self-service, encompassing identification of knowledge gaps, facilitation of content creation, rigorous quality review and approval workflows, publishing, periodic review for relevance, and archival of outdated information
• Define, document, and enforce standards for knowledge article quality, ensuring consistency in tone and style, logical structure, and the application of robust metadata and tagging strategies to optimize findability and usability
• Implement and manage processes for regular content audits, performance analysis, and updates, ensuring the knowledge base remains accurate, relevant, and trustworthy

Knowledge Capture & Centralization:

• Design and implement effective methodologies and processes to capture, document, and transform tacit ("tribal") knowledge held by TSEs and Subject Matter Experts (SMEs) into explicit, structured, and reusable knowledge assets
• Lead initiatives to consolidate knowledge from disparate sources (e.g., wikis, documents, internal chats) into a centralized, searchable, and accessible Knowledge Management System (KMS)

Self-Service Enablement & AI Foundation:

• Develop and execute strategies specifically aimed at enhancing customer self-service capabilities, improving success rates, and driving case self resolution through optimized knowledge content structure, findability, and accessibility.
• Collaborate closely with teams developing and implementing AI tools (e.g., chatbots, intelligent search, agent-assist features); ensure the knowledge base architecture, content structure, and metadata are optimized to serve as high-quality training data and real-time fuel for these systems.

Process Integration & Operational Efficiency:

• Embed knowledge creation, reuse, linking, and improvement activities seamlessly into the standard workflows, performance expectations, and core responsibilities of Technical Support Engineers, making it an integral part of the support process.
• Develop and disseminate clear guidelines, templates, and best practices for TSEs on effectively documenting case resolutions and technical findings to facilitate efficient knowledge capture and reuse.
• Proactively identify bottlenecks and inefficiencies in knowledge processes; implement improved practices, leverage tooling features, and explore automation opportunities to minimize the incremental effort required for knowledge management tasks.

Collaboration, Training & Culture Change:

• Build strong collaborative partnerships with cross-functional teams, including Technical Support leadership, Product Management, Engineering, Technical Writing, and potentially Sales and Customer Success, to ensure knowledge content is comprehensive, technically accurate, and aligned with product realities.
• Design, develop, and deliver targeted training, coaching, and enablement programs for TSEs and other relevant stakeholders on KM principles, KCS methodology, effective use of KM tools, content standards, and knowledge-sharing best practices.
• Actively promote, evangelize, and cultivate a vibrant organizational culture where knowledge sharing, collaboration, and continuous learning are valued, encouraged, and recognized. This requires significant change management effort and the ability to influence behavior across the support team.

Measurement, Analysis & Reporting:

• Define, establish, track, and analyze key performance indicators (KPIs) and operational metrics to rigorously measure the health, adoption, effectiveness, and business impact of the KM program. Examples include content creation/reuse rates, knowledge quality scores, content findability/usage statistics, self-service success rates, case deflection impact, and contribution to reduced time-to-resolution.
• Utilize data analytics and reporting to generate actionable insights, communicate program value to stakeholders, identify areas for improvement, and make data-driven decisions to continuously enhance KM strategies, processes, and content quality. Demonstrating tangible business value is crucial for the program's success and visibility.

This position will require stand-by, on-call, or off-hours duties

If You’ve Got It - We Want It

• Experience: A minimum of 3+ years of direct, hands-on experience developing, implementing, managing, and maturing knowledge management programs. This experience must be specifically within or directly supporting customer-facing technical teams (e.g., Technical Support, Customer Success, Professional Services) in an enterprise software, SaaS, Cloud, or similarly complex technical product company. Generic KM experience outside this technical context may not be sufficient due to the unique workflows and knowledge requirements of enterprise support.
• KCS Certification: Active KCS v6 Practices Certification. Candidates must possess a strong, demonstrable understanding of KCS principles and methodologies.
• KCS Implementation: Proven track record of successfully implementing and driving the adoption of KCS methodology within a technical support environment. This includes integrating KCS practices into support workflows, establishing KCS roles, coaching teams on KCS principles, and measuring KCS adoption and impact.
• 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 (e.g., cloud, databases, networking basics, security principles), and the challenges faced by technical support engineers. Ability to grasp and facilitate the documentation of complex technical solutions. While deep technical expertise is not required, credibility with technical teams is essential.
• Analytical & Problem-Solving Skills: Strong analytical capabilities with demonstrated experience defining, tracking, and interpreting KM and support metrics (e.g., content effectiveness, self-service rates, search success, case deflection). Proven ability to use data to identify problems, measure program impact, and drive continuous improvement initiatives.
• Collaboration & Influence: Proven ability to build strong working relationships and collaborate effectively across different functions (Support, Product, Engineering, etc.) and levels of the organization. Demonstrated skill in influencing stakeholders and driving change without direct reporting authority.
• KM Tool Proficiency: Hands-on administration and configuration experience with leading Knowledge Management Systems such as ServiceNow Knowledge Management, Salesforce Knowledge, Confluence, or SharePoint. Familiarity with related tools like JIRA is also beneficial. While expertise in core KM principles is paramount, familiarity with potential platforms is advantageous.
• AI in Knowledge Management: Direct experience applying or integrating AI/ML technologies within a KM program (e.g., configuring or managing intelligent search tools, implementing chatbots powered by the knowledge base, utilizing generative AI for content creation or summarization, analyzing knowledge usage patterns with AI). This reflects the growing importance of AI in the field and aligns with our strategic direction.
• Training & Enablement: Experience designing and developing training materials (e.g., user guides, instructional videos, e-learning modules) and delivering engaging training sessions to technical audiences.

Salary Range ($107,000 - $168,000)

The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience.  In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.

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