Knowledge Manager

ExtraHop · Seattle WA

Company

ExtraHop

Location

Seattle WA

Type

Full Time

Job Description

We are ExtraHop. We're on a mission to provide security teams with the intelligence they need to confront and stop advanced threats like supply chain attacks, zero day exploits, and ransomware attacks. Cyber attackers still have the advantage. We’re taking it back with creativity, intellectual curiosity, and a sense of humor. Are you ready to help us reclaim the upper hand?

Duties and Responsibilities

The ExtraHop self-service content team generates high-visibility content that expands the use of our platform. As a Knowledge Manager in Customer Success, you will be responsible for managing the Salesforce knowledge base and driving the adoption of KCS through collaboration with our world-class technical subject matter experts. Deliverables range from client-facing help articles to internal documentation for deploying technical solutions.

  • Oversee and orchestrate knowledge contributions, curating knowledge and fostering a culture of  sharing and learning
  • Act as a KM and KCS subject matter expert to answer questions and provide coaching on best practices
  • Run knowledge-sharing sessions to identify high-value content gaps and then actively manage the creation and delivery of needed content
  • Work closely with technical SMEs and business stakeholders throughout the company to ensure content relevance and accuracy 
  • Create and maintain content for both internal and external consumption with strong attention to detail
  • Manage knowledge base data categories to ensure resource discoverability 
  • Work with the IT applications team to customize and evolve the knowledge base
  • Focus on quality assurance across all published content, including reviewing aging articles and ensuring relevance
  • Work with internal teams to generate unified presentation templates for specific article types
  • Work effectively in a cross-functional role by generating ideas, eliciting support, and gaining alignment across the organization

Qualifications and Experience

We’re looking for a Knowledge Manager in Customer Success who can help us grow to the next level as a company. As a starting point for this position, you’ll need the following background:

  • Degree in information management, library information science, technical writing, or another related field (Master’s degree preferred)
  • Minimum of two years of experience managing a content library (Salesforce Knowledge preferred)
  • Experience in generating customer-facing content
  • Basic knowledge of information-technology networking principles (layers 2 through 4 of the OSI model) and application protocols (HTTP, SQL, CIFS/NFS, HL7, Memcache, and DNS)
  • Familiarity with principles of internetworked applications and related technologies (such as HTTP, databases, caching, and distributed systems)
  • Excellent written communication skills
  • Experience with obtaining buy-in from internal stakeholders, achieving consensus in the process
  • Independence, motivation, and desire for project ownership


ABOUT EXTRAHOP 

Cyberattackers have the advantage. ExtraHop is on a mission to help you take it back with security that can’t be undermined, outsmarted, or compromised. Our dynamic cyber defense platform, Reveal(x) 360, helps organizations detect and respond to advanced threats––before they compromise business operations. We apply cloud-scale AI to petabytes of traffic per day, performing line-rate decryption and behavioral analysis across all infrastructure, workloads, and data-in-flight. With complete visibility from ExtraHop, enterprises can detect malicious behavior, hunt advanced threats, and forensically investigate any incident with confidence.

ExtraHop is recognized by leading organizations for both its innovation in the market and its commitment to building a world-class team. In 2020, we’ve already been named a “Best Place to Work” by Inc., Computerworld, BuiltIn Seattle and Seattle Business Magazine, and we’ve been named to Wealthfront’s Career-Launching Companies list for the last four years. Forbes named ExtraHop to its 2020 AI 50 List, as well as the list of “20 Best Cybersecurity Startups to Watch.” In 2019 and 2020, JMP Securities put ExtraHop on its Elite 80 List as one of the most strategically positioned private companies in the cybersecurity industry. SC Media has named ExtraHop an Industry Innovator for enterprise network detection and response for the past two years.

We offer compelling benefits* to our employees, including:

  • Health, dental, and vision benefits
  • Generous Paid Time Off and Holidays + Paid Volunteer Time 
  • FSA and Dependent Care Accounts + EAP where applicable
  • Educational Reimbursement 
  • 401k with employer match or Pension where applicable
  • Pet Insurance (US only)
  • Generous Parental Leave

*Benefits outside of the US vary by region.

We are intentional about our culture, diversity, and inclusion, and we welcome everyone to come ready to participate in contributing to this truly unique environment. At ExtraHop, we believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunity for every employee at every level. This is the foundation of our success. 

We are equally committed to equal employment opportunity, and it is foundational to how we recruit and hire our talented team. Employment is determined based upon capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability , HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Our people are our most important competitive advantage, leading the charge against nation-states, cyber criminals, and insider threats.

Ready to join us?   #Extrahop #Security #NDR #informationsecurity #cybersecurity #cloudsecurity #infosec #LI-Remote #LI-Hybrid #LI-Onsite

Apply Now

Date Posted

10/27/2022

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