Sr. Knowledge Engineer

Short Description

Nutanix is looking for an Engineer who can actively monitor for KB requests via slack, email and JIRA tickets.

Job Description

Job Summary:
Nutanix is seeking Knowledge Engineers to own the public image for Support-related content. The maintenance and continuous improvement of this content have a direct impact on the organization and the Customer Support Experience.

Knowledge Engineers are responsible for reviewing and approving technical materials and ensuring that all Support-related content is of the highest quality. This primarily includes editing and approving external knowledge base articles, community posts, advisories, and customer notifications. Knowledge Engineers focus on specific product areas and are responsible for ensuring the related content is clear, concise, accurate, without duplication or overlap, and can be easily found by our customers. Candidates will need to work independently in a fast-paced environment and have the ability to learn products and technologies quickly as needed.

Responsibilities and Requirements:
  • Own and maintain all external content that is published from the Support organization
  • Ensure the high standard of technical relevance, compliance, and accuracy through the authoring, editing, review and approval process
  • Actively contribute to the Nutanix Next Community by providing content based on frequently asked support question cases, responding to and answering community questions, and encouraging customer engagement
  • Contribute, update and distribute customer announcements, Field and Security Advisories, and notifications
  • Optimize content for searchability within the Nutanix Portal, Salesforce and Google Search
  • Address and prioritize service request tickets for content from Customers and Nutanix organizations outside of Support
  • Actively monitor for KB requests via slack, email and JIRA tickets
  • Reduce sprawl by removing duplicates and overlap, consolidate and archive articles which are out of date or no longer needed
  • Work collaboratively with all teams in Support and other cross-functional teams as necessary
  • Analyze Support and Engineering data to identify target articles for authoring
  • Work independently and focus on multiple hardware/software products areas
  • Must have strong oral and written communication skills
  • Must have strong interpersonal and relationship-building skills
  • Must have a strong aptitude for learning new technologies
  • Must have outstanding English writing skills

Qualifications and Experience:
  • BS or BA in technical/professional communication, English, journalism, computer science, electrical engineering, or other related fields
  • 2+ years of experience as frontline support, backline support, and/or knowledge management
  • 18+ months within the Nutanix Support organization
  • Technical expertise in 1 or more Nutanix product areas and features
  • Excellent verbal, written, communication skills with the ability to express complex details for a variety of audiences
  • Technical experience with UNIX/Linux, storage, server, virtualization, and/or networking technologies

Sr. Knowledge Engineer
Mid-Senior-level Information | Technology | Information Technology Full-time Information Technology | Engineering | Other Senior Software Engineer | Software Engineer
The Equal Employment Opportunity Policy is to provide fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Nutanix hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

Nutanix believes that associates should be provided with a working environment that enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.