Knowledge Manager
We are ExtraHop. We're on a mission to provide security teams with the intelligence they need to confront and stop advanced threats like supply chain attacks, zero day exploits, and ransomware attacks. Cyber attackers still have the advantage. We’re taking it back with creativity, intellectual curiosity, and a sense of humor. Are you ready to help us reclaim the upper hand?
Want to build lasting customer relationships and solutions. Want to work with a platform and technology where you can truly innovate? As a member of our Customer Success team, you’ll have the opportunity to unleash your geek to wow customers. We tackle difficult business and technology problems across a vast array of industries and technologies. With us, you’ll deliver solutions that customers previously thought infeasible or impossible to solve. Join us and you’ll find we have a supportive home team, great customers, and a product that customers love.
Duties and Responsibilities
The ExtraHop self-service content team generates high-visibility content that expands the use of our platform. As a Knowledge Manager in Customer Success, you will be responsible for managing the knowledge base and curating content through collaboration with our world-class technical subject matter experts. Deliverables range from client-facing knowledge articles to internal documentation for deploying technical solutions bundles.
- Design and implement an information management system to support a rapidly growing team of technologists and consultants.
- Work closely with technical SMEs and business stakeholders throughout the company to develop relevant, accurate content.
- Create and maintain content for both internal and external consumption with strong attention to detail.
- Work with Sales Operations and Product Management teams to customize and evolve the knowledge base.
- Focus on quality assurance across all published content, including reviewing aging articles and ensuring relevance.
- Work with internal teams to generate unified presentation templates for specific article types.
- Work effectively in a cross-functional role by generating ideas, eliciting support, and gaining alignment across the organization.
- Run knowledge-sharing sessions to identify high-value content gaps and then actively manage the creation and delivery of needed content.
Qualifications and Experience
We’re looking for a Knowledge Manager in Customer Success who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background:
- Degree in information management, library information science, technical writing, or another related field (Master’s degree preferred)
- Minimum of two years of experience managing a content library (Salesforce Knowledge preferred)
- Experience in generating customer-facing content
- Basic knowledge of information-technology networking principles (layers 2 through 4 of the OSI model) and application protocols (HTTP, SQL, CIFS/NFS, HL7, Memcache, and DNS)
- Familiarity with principles of internetworked applications and related technologies (such as HTTP, databases, caching, and distributed systems)
- Excellent written communication skills
- Experience with obtaining buy-in from internal stakeholders, achieving consensus in the process
- Independence, motivation, and desire for project ownership
ABOUT EXTRAHOP
Cyberattackers have the advantage. ExtraHop is on a mission to help you take it back with security that can’t be undermined, outsmarted, or compromised. Our dynamic cyber defense platform, Reveal(x) 360, helps organizations detect and respond to advanced threats––before they compromise business operations. We apply cloud-scale AI to petabytes of traffic per day, performing line-rate decryption and behavioral analysis across all infrastructure, workloads, and data-in-flight. With complete visibility from ExtraHop, enterprises can detect malicious behavior, hunt advanced threats, and forensically investigate any incident with confidence.
ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. In 2020, we’ve already been named a “Best Place to Work” by Inc., Computerworld, BuiltIn Seattle and Seattle Business Magazine, and we’ve been named to Wealthfront’s Career-Launching Companies list for the last four years. Forbes named ExtraHop to its 2020 AI 50 List, as well as the list of “20 Best Cybersecurity Startups to Watch.” In 2019 and 2020, JMP Securities put ExtraHop on its Elite 80 List as one of the most strategically positioned private companies in the cybersecurity industry. SC Media has named ExtraHop an Industry Innovator for enterprise network detection and response for the past two years.
We offer compelling benefits* to our employees, including:
- Health, dental, and vision benefits
- Generous Paid Time Off and Holidays + Paid Volunteer Time
- FSA and Dependent Care Accounts + EAP where applicable
- Educational Reimbursement
- 401k or Pension where applicable
- Pet Insurance (US only)
*Benefits outside of the US vary by region.
We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success.
We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability , HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.
Our people are our most important competitive advantage, leading the charge against nation-states, cyber criminals, and insider threats. Ready to join us?