Senior Member of Technical Staff - Knowledge Analyst

Location

Bangalore | India

Job description

is a leader in AI-powered data security and management. Aided by an extensive ecosystem of partners, Cohesity makes it easy to secure, protect, manage, and get value from data - across the data center, edge, and cloud. Cohesity helps organizations defend against cybersecurity threats with comprehensive data security and management capabilities, including immutable backup snapshots, AI-based threat detection, monitoring for malicious behavior, and rapid recovery at scale.

We've been named a Leader by and have been for Innovation, Product Strength, and Simplicity in Design.

Join us on our mission to shape the future of our industry.

JOB DESCRIPTION

SUMMARY

Reporting to the Knowledge Manager and operating within Customer Support Operations, the knowledge engineer must have excellent editorial and organizational skills. The ideal candidate will be comfortable utilizing content management tools to develop and format content in various media. The position requires the ability to audit, edit, rewrite and organize content as needed for utilization by SREs.

The knowledge engineer will work collaboratively across the Support organization and cross functionally with other organizations to gather knowledge and assess documentation needs.

MAIN DUTIES

• Design conversations for the chatbot
• Identify trends of incoming queries and optimise the chatbot to handle those queries
• Audit existing content for out-of-date, unnecessary and redundant documentation.
• Work with ENGs to review and publish the KB requests from FIs backlog and new requests
• Work with SMEs or PMs to update documentation for new product changes, new software version
• Continually develop new technical content that enables fast resolution of customer issues.
• Create videos of workflows for customer education.
• Perform reviews of technical content. Involve subject matter experts, Developers and test engineers as needed to capture knowledge on new features.
• Archive old or low usage KB articles
• Identify and publish KBs for customer and internal audiences through case review
• Update existing content to improve the search results accuracy
• Update KB articles as per the feedback received from the customers/ SREs

RESPONSIBILITIES

• Manage chatbot improvements
• Integrate changes in the chatbot using low-code language
• Design conversations that help improve deflection using chatbot
• Analyze, synthesize, and create information through interviews with subject matter experts, hand-on product usage, exploring the existing documentation, and collaboration with colleagues.
• Examine support cases to identify target articles for authoring.
• Perform reviews of technical content. Involve subject matter experts, Developers and test engineers as needed to capture knowledge on new features.
• Process all external feedback and direct it to the right person for follow up.
• Collaborate with Technical Documentation to merge KB content back into the user guides.
• Collaborate with Product Management to convert KB article topics into product supportability improvements.
• Understanding of Azure Copliots and AIOPs

QUALIFICATIONS

• 3+ years in conversation design, tech writing, knowledge management or customer support
• Technical background in Networking, Storage, Backup and Recovery, Virtualization and cloud technologies like GCP, AWS or Microsoft Azure.
• Understanding of LLMs, machine learning and designing a generative AI bot.
• Excellent editing, writing and communications skills. (Experience with composing training documentation and/or technical writing is a plus.)
• Strong technical aptitude, attention to detail, accuracy, project management and the willingness to research technical information, as needed.
• Functional expertise with Salesforce.
• Experience with creating quality technical articles and multimedia content.
• Ability to learn and employ new technologies quickly.
• Strong listening, note-taking and outlining skills.
• Ability to parse technical and procedural information into accurate, easy-to-understand answers that help customers and agents solve problems.
• Work well in a fast-paced environment can effectively multitask and adapt quickly to changing directives.
• Able to initiate and manage projects based on observed opportunities.

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Equal Employment Opportunity Employer (EEOE)

Cohesity is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 1-855-9COHESITY or for assistance.

In-Office Expectations

Cohesity employees who are within a reasonable commute (e.g. within a forty-five (45) minute average travel time) work out of our core offices 2-3 days a week of their choosing.

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