Knowledge Manager – Product Support
At Turbonomic, we are committed to attracting and retaining a diverse and inclusive workforce. We will honor your experiences, perspectives, and exceptional identity. We believe that uniqueness enriches all of us by showing us a range of ways to understand and engage with the world.
Who We Are:
We work to deliver best-in-class software so that our customers can assure application performance and empower their people to focus on growing their businesses through innovation. Turbonomic created Application Resource Management (ARM) to assure customers’ application performance by eliminating infrastructure resource congestion across hybrid and multi-cloud environments.
In 2019 Turbonomic acquired SevOne, the leading provider of network management solutions for optimal network visibility and performance (NPM). The combined entity delivers customers better data, analytics, and decisions to comprehensively and continuously assure application performance. The powerful combination of Turbonomic’s Application Resource Management, SevOne’s leading Network Management Solution, and ParkMyCloud’s best-in-class resource scheduling ensures that Turbonomic is well-positioned to build the future of application performance.
What’s In It For You:
The primary responsibility of the Knowledge Manager will be to develop techniques and procedures for organizing, locating, and enabling access to relevant knowledge and expertise in our knowledge base and to utilize the techniques and procedures to maximize knowledge use. Additionally, they will be responsible for creating governance and standards across organizations to maximize the creation and use of knowledge articles and reusable content.
What You'll be Doing:
- Define the knowledge management strategy for the company customer facing knowledge base and maintain high quality up-to-date searchable content for audiences of varying skill level.
- Track article creation and KB article value based on usage data and Support case deflection data from articles and Support cases.
- Use metrics to rank topics of interest to customers and knowledge valuable for product adoption.
- Create and manage Knowledge dashboards for visibility.
- Formalize article standards and guidelines based on knowledge base best practices and knowledge lifecycle.
- Identify articles and content suitable for core product documentation.
- Coordinate with Product Documentation, Cross functional Engineering, and Customer Success teams.
What Will You Bring:
At Turbonomic, we are always looking for bright, passionate, and hard-working people who want to grow and develop with the company.
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.
- Familiarity with concepts related to Linux, MySQL, docker, Kubernetes, Network Monitoring
- Adept at using Customer Portals and knowledgebase built into CRM systems such as Salesforce.
- Excellent writing & editing skills.
- Proven experience with cross-functional collaboration and teamwork.
Benefits & Perks:
Insert America’s Version or UK Version
Only for in-person roles
This role will be remote while COVID restrictions are in place. The expectation is to be onsite at our X office location once it is deemed safe to do so. When in-person (office) life resumes, we look forward to more social events (think holiday gift exchange, fundraising events, happy hours, celebrations and more!), snacks, catered lunches and team offsites!
Why Choose Turbo:
Turbonomic was recently named to the Inc. 5000 List of fastest growing private companies for the fifth time, and the Forbes Cloud 100 for the fourth time. We have also been named to Fast Company’s Best Workplaces for Innovators List, a testament to our people, culture, and technology. To scale our growth, we’ve locked in partnerships with Cisco, IBM, Microsoft, AWS, and DXC.
Our Company Culture:
Our company culture enables a workplace that values trust, transparency, and performance. This is emulated through our employees, who approach each day with a sense of fearlessness, collaboration, and curiosity. If that sounds like something you’d like to be part of, we’d love to hear from you. To learn more about our company culture, check out our careers page, blog, or connect with Turbonomic via LinkedIn, Twitter, Facebook, and YouTube.
Our Diversity, Equity, and Inclusion (DEI) efforts are a strategic imperative in driving the future of our business. DEI is directly linked to our ability to innovate and collaborate effectively to bring the best products to market. We welcome and embrace diverse thoughts, experiences, and ideas. Having a diverse and inclusive culture is fundamental to who we are, and we know it has a positive effect on our success. We have committed to two Parity Pledges: One for Women in Leadership Positions; and one in Support of People of Color.
We measure our work culture regularly to ensure that Turbonomic is a place where all our employees are respected and valued for who they are. DEI is not a “special initiative”, but a central element of our strategy.
Across the Turbonomic enterprise we encourage you to bring your uniqueness. Whether it is through our Community Outreach program, joining an Employee Resource Group, or participating in our Sustainability initiatives, if you have a passion for pushing the limit and are eager to make a difference, Turbo is the place for you.
We encourage you to apply even if you don’t check every single one of the boxes listed above!
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.