Senior Technical Knowledge Manager

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 ne