Staff Knowledge Manager
Core
Own the technical knowledge base end-to-end for SentinelOne's Global Support organization, ensuring content accuracy and structure for human agents and AI assistants.
Role type
Staff Knowledge Manager (Senior IC)
Builds
Technical knowledge base, KB articles, how-to guides, and troubleshooting content for Support and AI tools.
Domain
Cybersecurity / SaaS Support
Required skills
Technical knowledge management program building, content strategy and taxonomy, data analysis for prioritization, cross-functional partnership, AI-assisted support tool familiarity, technical training and coaching, autonomous execution.
Preferred skills
Endpoint/cloud/network security background, coding and scripting skills.
Technologies
RAG-based search, chatbots, copilots, AI-driven support tools.
Responsibilities
Own the full content lifecycle from creation to retirement; partner with Support Engineers to convert cases into KB articles; structure and tag content for AI consumption; establish audit and gap analysis processes; define and report on KB health metrics; train and coach Support Engineers on contribution standards; collaborate with Product and Documentation teams.
Seniority
Staff, Senior Individual Contributor