Senior Technical Knowledge Manager
Remote - US
This role can be performed remotely anywhere within the United States.
Fullstory is seeking our first Senior Technical Knowledge Manager to take full ownership of our help center and developer docs, sitting at the intersection of technology and the customer experience.
Reporting to the Global Senior Manager, Customer Support, your primary focus will be ensuring all technical documentation is clear, accurate and consistent to ensure our users and developers can maximize the value they derive from our products.
Outside of simply writing content, you’ll take ownership of all things related to our help center and developer docs, including managing cross-functional projects to evolve our help center over time, continuing to iterate on processes related to knowledge management, and utilizing data to identify opportunities to improve article performance or decrease support tickets. Ideally, you’d also have experience publishing pull requests in GitHub in order to publish content or changes to our developer docs.
Your ability to grasp and clearly communicate complex technical concepts that cater to both technical and non-technical audiences, coupled with your exceptional writing skills and passion for the user and developer experience, will enable you to succeed in this role.
In a typical day, you might:
Establish a strategy for managing our help center and developer docs, including content creation, updates, organization, accessibility, feedback loop with stakeholders across the business, and continuous improvement initiatives.
Develop and update documentation that cater to both technical and non-technical audiences, covering product features, functionality, APIs, and best practices, all grounded in a strong grasp of the customer value proposition, use cases, and underlying technology.
Partner closely with our product and engineering teams to stay on top of the product roadmap and ensure that new content is published when new features are released.
Analyze data in Zendesk Explore to measure the performance and impact of the help center and make data-driven improvements.
Manage multiple projects and competing priorities effectively, ensuring timely delivery of high-quality technical documentation for our users.
Stay on top of emerging technologies, industry trends, new Zendesk features, and best practices in technical documentation to continuously improve the quality and relevance of our help center and developer docs.
Here's what we're looking for:
Experience writing highly technical content (e.g. browser, mobile, and server API and SQL) and managing a help center and developer documentation, preferably in a B2B SaaS environment.
Experience managing multiple strategic, cross-functional content projects (e.g. Content Management System migration, Information Architecture overhaul, or similar)
Ability to work with languages such as HTML, CSS, React, and Markdown to tweak the styling in articles or the overall help center design
Experience managing content and editing CSS styling in Zendesk Guide as well as experience building reports in Zendesk Explore to analyze article engagement and performance.
Detail-oriented with a passion for creating user- and developer-centric content.
The impact you will have in 6 months:
Content Creation: With a strong grasp of our product, value proposition, and underlying technology, you have published new documentation for both users and developers as well as begin tackling the existing backlog of article requests.
Insight-Driven Strategy: Leverage insights from Zendesk Explore and Fullstory to identify what we should be strategically be prioritizing as it pertains to all aspects of our help center and developer docs. Continue to keep a pulse on industry trends, best practices, and new feature available within Zendesk to help us provide high-quality documentation to our users.
The impact you will have in 12 months:
Project Management: You’re proven that you can not only identify projects to work but you can consistently get them across the finish line, all while prioritizing the right things.
Cross-Functional Collaboration: You’ve built deep relationships across multiple areas of the company to allow you to quickly create high-quality content, implement improvements to existing processes, and ensure new documentation is published as soon as a new feature is released.
#LI-Remote #LI-ED1
About Fullstory
Fullstory is on a mission to help technology leaders make better, more informed decisions by injecting behavioral data into their analytics stack. The company’s patented technology unlocks the power of quality behavioral data at scale by transforming every digital visit into actionable data and insights. With Fullstory, enterprises can get closer to their customers’ true sentiment and intentions to predict what they want, create personalized experiences, and drive conversion, loyalty, and revenue. Fullstory is headquartered in Atlanta, USA, with regional teams across North America, EMEA and APAC.
How we support you:
Fullstorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:
Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter.
Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians.
Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.
Productivity support. We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.
Team events. Connect with fellow Fullstorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.
Paid parental leave. Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.
Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family.
Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.
Miscarriage/Pregnancy loss leave. Whether it is for a Fullstorian or their partner – take the time you need.
Fullstory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!
If you may require reasonable accommodations to participate in our job application or interview process, please contact accommodations@fullstory.com. Requests for accommodations will be treated confidentially.