We are seeking a highly motivated and detail-oriented Knowledge & Content Specialist tojoin our Technical Support organization. This role is at the forefront of transforming customer support through innovative knowledge management practices and AI-powered tools. As a person who is motivated by helping customers and creating a great customer experience, you will play a key role in ensuring that our customers and support teams have seamless access to accurate, up-to-date, and actionable information, enabling exceptional support experiences. This role is key to building upon our excellent 1-to-1 support, building excellent 1-to-many support, and peer-to-peer support experiences.
The ideal candidate has a strong background in technical support knowledge management and hands-on experience with AI enabled support tools.
Responsibilities:
- Execute knowledge management strategies to support the organization's knowledge-centric support (KCS) objectives: improve customer self-help experience, improve customer peer-to-peer experience, and help strengthen the support team’s customer-assisted effectiveness
- Author directly, as well as collaborate with technical support agents and subject matter experts to create, review, and maintain high-quality, reusable knowledge articles and other knowledge artifacts
- Analyze and optimize knowledge base usage metrics to identify opportunities for content improvement and enhanced self-service adoption
- Utilize AI tools like Salesforce Einstein One, Salesforce Agent Force, others, as well as in-house RAG AI systems, to enhance documentation, self-service, and support workflows
- Train and guide support teams on leveraging AI tools for efficient knowledge creation, retrieval, and application
- Act as the liaison between product development and support teams to incorporate new product updates into the knowledge base
- Monitor AI tool performance and suggest enhancements for better integration and usability.
- Stay informed about industry best practices and emerging technologies in knowledge management and AI for technical support
- Work to optimize support tool AI efficacy through data and metadata hygiene
- Monitor and review content regularly, ensuring accuracy, relevancy, and compliance with company policies and procedures. Collaborate with internal stakeholders to manage and prioritize content
- Participate in initiatives that help maximize customer experience with self-serve resources.
- Assist with other Support related tasks as may be needed from time to time
- Protect the security and privacy of Absolute and its customers
What You’ll Need:
- 3-5 years of experience in technical support, knowledge management, or a related field
- Proven ability to write and edit clear, concise, and technically accurate knowledge articles
- Strong analytical skills with the ability to interpret knowledge usage metrics and drive actionable insights
- Understanding of AI/ML tool concepts and capabilities
- Excellent communication and collaboration skills, with a customer-first mindset
- Ability to handle multiple projects and priorities in a fast-paced environment
- Passion for learning new technologies and applying them to solve customer challenges
- Bachelor’s degree or Diploma in Computer Science, Information Systems, IT Security or a related field, or equivalent experience
Preferred Skills and Qualifications:
- Knowledge-Centered Support (KCS) certification or training
- Experience in SaaS software support
- Experience with Salesforce Service Cloud
- Experience in integrating AI tools into technical support workflows
- Proficiency in using reporting and analytics tools to assess knowledge base performance
- Familiarity with APIs and scripting for automating knowledge-related tasks
- Hands-on experience with AI/ML enhanced case management tools
- Understanding of foundational concepts for AI tools, such as prompt engineering
- Familiarity with Retrieval-Augmented Generation (RAG) tools for AI-driven documentation and support solutions
- Scripting (Python, PowerShell and/or Bash)
- Database (vector, SQL and/or MongoDB)
- Microsoft MSP/MCSA/MSCE
- CompTia A+, Network+, Security+
The OTE pay range for this position is from $81,000 - $92,000 annually; the base pay offered is determined by the market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our annual bonus program.
Why Work For Us:
You’re resilient and passionate about securing the Work from Anywhere era.
So are we.
We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel
