Cribl does differently. \n \nWhat does that mean? It means we are a serious company that doesn't take itself too seriously; and we're looking for people who love to get stuff done, and laugh a bit along the way. We're growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are. \n \nAs the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity.\n\nWhy You'll Love This Role\n \nWe 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.\n \n\nAs An Active Member Of Our Team, You Will...\n \nKM Strategy & KCS Leadership:\n \n \n * 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 \n * 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 \n * Establish and enforce KM governance frameworks, including defining clear policies, content standards, lifecycle processes, and roles/responsibilities to ensure program effectiveness and sustainability \n \nContent Lifecycle & Quality Management:\n \n \n * 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 \n * 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 \n * Implement and manage processes for regular content audits, performance analysis, and updates, ensuring the knowledge base remains accurate, relevant, and trustworthy \n \nKnowledge Capture & Centralization:\n \n \n * 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 \n * Lead initiatives to consolidate knowledge from disparate sources (e.g., wikis, documents, internal chats) into a centralized, searchable, and accessible Knowledge Management System (KMS) \n \nSelf-Service Enablement & AI Foundation:\n \n \n * 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. \n * 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. \n \nProcess Integration & Operational Efficiency:\n \n \n * 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. \n * 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. \n * 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. \n \nCollaboration, Training & Culture Change:\n \n \n * 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. \n * 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. \n * 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. \n \nMeasurement, Analysis & Reporting:\n \n \n * 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. \n * Utilize data analytics and reporting to generate actionable insights, To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjEzMTE3LjEyMjQ4QGNyaWJsY29tcC5hcGxpdHJhay5jb20
