Technical Content Manager

Alation (Chennai/ Bengaluru/ Hyderabad, USA) 18 days ago
Alation is seeking a Technical Content Manager to join the Customer Success Community Team. The ideal candidate will be contributing to build a world-class self-service knowledge experience for Alation customers, where they can easily find information, get technical and product tips and find answers to commonly asked questions.  

A primary responsibility for this position will be to monitor and respond to customer questions and interactions in the Alation Customer Community.  Insight gained from this activity will be used to identify gaps and updates needed to the knowledge base(s), working across internal Alation teams to help reduce duplication and create efficiencies and consistency in our processes for keeping up quality touch-points for our customers.   

You will work closely with the Support and Community teams. You will work cross functionally with Product, Sales Engineering and other subject matter experts to find and document answers to technical problems.  You may also draw on the knowledge and collaborative relationships we have with our customers, who are some of the most advanced analytics teams in the world.

Responsibilities:

    • Work hand-in-hand with the Community Manager on the Community editorial coverage  with an emphasis on support and product feature content. 
    • Act as content liaison with tactical responsibility for eliciting, editing and managing contributions flowing in from Alation teams to customers via blogs, discussions, files and announcements.
    • Monitor incoming discussion posts and other customer questions in order to answer or disposition the post within standard SLAs.
    • Content management for coverage, relevancy, and organization for discovery.
    • Contribute to internal and customer facing knowledgebase platforms as needed.

Requirements:

    • Prior experience writing and managing technical documentation for a high tech, fast paced company. 
    • Have an understanding of data concepts such as data catalogs, analytics, SQL, Hadoop, Hive, structured vs unstructured data, Postgres, and agile development.
    • Possess a data driven mindset. You actively collect and use data to improve your content’s discoverability, quality, and relevancy. You focus your efforts on work that brings the most value to the customer.
    • Has the ability to execute on providing an excellent user experience through proper documentation and self-service enablement.

Additional Skills:

    • Comfort with working in a fast paced, rapidly changing environment.
    • Have the ability to work on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
    • Promotes and solicits ideas within project team(s).Ability to handle critical customer issues/problems.
    • Able to determine problems and deliver known solutions with a high level of customer satisfaction.
    • Able to determine root cause and resolution for previously unknown problems.
    • Previous experience with systems integration and application support is a plus.
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Technical Content Manager

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