Product Knowledge Curator (Remote)
We are looking for exceptional IT professionals willing to become a part of a central support team, providing technical support for a hundred complex enterprise products with a total of 20K+ tickets per month.
We run a radically differentiated process where each L1 agent supports dozens of products. In this setup, the Knowledge Base becomes a cornerstone technology that empowers customers with self-service, enables AI-powered bots to close the simpler support tickets, and allows any L1 support agent to provide a solution that would WOW! our users.
We have designed this dedicated role to become the Knowledge Base owner taking full responsibility for the correctness, completeness, and usability of the KB for a particular product.
You will be the best senior support engineer who loves converting thoughts and ideas into written solutions. In this role:
You will learn to excel in high-scale problem-solving that directly impacts hundreds (thousands) of product users and support agents
You will become hands-on with cloud providers (AWS, GCP, Azure), advanced cloud tech (Docker, Kubernetes), databases (MySQL, MSSQL, Oracle, Postgres, Aurora) and dev platforms (Java EE, .NET).
You will be the go-to expert for an enterprise software product used by Fortune 500 companies.
What you will NOT be doing:
Coaching, training or mentoring individual agents
Direct communication with the customers
Writing user manuals
Make sure that 100% of support tickets are covered by complete, accurate and clear KB articles that are easy to apply step-by-step
Act as a customer advocate, making sure that each technical solution provided was the best and the most optimal for the customer
Curate the knowledge base ensuring that the articles are up-to-date, non-redundant and discoverable by the agents, customers and the answer bot
A technical university degree in an IT-related field of study
At least 5 years of experience in any of the following positions: Software developer, Software architect, DevOps, Database Administrator, Advanced technical support engineer (L2/L3 or equivalent)