We are seeking a highly motivated and detail-oriented **Knowledge & Content Specialist **to** **join 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.
• *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
- 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
- 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
- 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.
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