Short Description
Nutanix is looking for an Engineer who can actively monitor for KB requests via slack, email and JIRA tickets.Job Description
- 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- Reduce sprawl by removing duplicates and overlap, consolidate and archive articles which are out of date or no longer needed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
- 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