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Customer Community & Knowledge Base Specialist

Bangalore, Karnataka, India

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Job Title:

Customer Community & Knowledge Base Specialist

Role Overview:

Company Overview:

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com

The Role:
The Support Community and Knowledge Team seeks a new member to join the group in our Bangalore office.

We would love to know from you if:

  • You are a Technical Writer or Knowledge Content Developer with a love for technology, cyber security, and customer assistance

  • You are a Technical Engineer with a love for writing and documenting everyday issues, in a fast-evolving environment

As a key member of a small but global team, you will help document product and service best practices, troubleshooting guides, and break/fix solutions in a deeply technical target audience.

What You Will Be Doing (Responsibilities)

  • Work closely with Knowledge Base team members, Support Engineers, Sales Engineers, Partners, Customers and other Subject Matter Experts in the creation and maintenance of internal and external knowledge base articles

  • Engage with the Support Community and provide answers to Customers, Partners, and Employees questions

  • Collaborate with management on identifying content needs through analytics

  • Track article usage for appropriate updating, maintenance, and archiving

  • Follow and improve the publication workflow: prepare, research, draft, review, update, publish and maintain support content

  • Participate in community related programs for knowledge creation or sharing

  • Contribute to knowledge system implementation, large scale content migration, or related projects

About you:

  • Minimum 3 years writing for a technical product line or bachelor’s degree in Technical Communications, Computer Science, or comparable field

  • Demonstrated outstanding skills for conveying technical information within knowledge base articles or similar written formats for technology customers

  • Comfortable and positive interacting with customers in-person and online, including blogs and forums

  • Experience with HTML and tools for basic infographic and video creation

  • Experience with Office365 (MS Word. MS Excel, Outlook)

  • Familiar with Confluence and Jira

  • Familiar with SFDC Knowledge and SFDC Knowledge Lightning

  • General understanding of networking and Linux

  • Be curious and never afraid of asking questions to get meaningful and accurate KB articles to our audience

  • Team-player with strong interpersonal and collaboration skills

  • Comfortable in a matrix environment

  • Ability to travel internationally 1-2 times per year

We’d love to know some additional details about you. For this reason, please note that only applications that include a cover letter describing why the candidate is interested in this position and in what ways they are well qualified for the role will be considered.

Additional Qualifications

  • Experience in Information Security or other enterprise technology products and services

Customer Community & Knowledge Base Specialist

Technical Writer / Knowledge Content Developer

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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