JOB REQUIREMENTS: Cribl does differently. What 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. As 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. Why You'll Love This Role We 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 a dministration 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. As An Active Member Of Our Team, You
Will... KM Strategy & KCS Leadership: * 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 *
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 *
Establish and enforce KM governance frameworks, including defining clear
policies, content standards, lifecycle processes, and
roles/responsibilities to ensure program effectiveness and
sustainability Content Lifecycle & Quality Management: * 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 * 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 * Implement
and manage processes for regular content audits, performance analysis,
and updates, ensuring the knowledge base remains accurate, relevant, and
trustworthy Knowledge Capture & Centralization: * Design and implement
effective methodologies and processes to capture, document, and
transform tacit ("tribal") knowledge held To view the full job
description please use the link below.
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* APPLICATION INSTRUCTIONS: Apply Online:
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