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Knowledge Manager - Remote (Mountain Region, US)

FireEye

Aug 23

Company Description

FireEye is the intelligence-led security company. Working as a seamless, scalable extension of customer security operations, FireEye offers a single platform that blends innovative security technologies, nation-state grade threat intelligence, and world-renowned Mandiant® consulting. With this approach, FireEye eliminates the complexity and burden of cyber security for organizations struggling to prepare for, prevent, and respond to cyber attacks. Learn more about FireEye's world-class solutions and global footprint at https://www.fireeye.com/company.html.

Job Description

Mandiant is seeking a Community and Knowledge Manager (CKM) to drive the effectiveness and efficiency of self-service content.  As a Community and Knowledge Manager (CKM), you are an integral part of the Customer Success Team. As a successful CKM, you will be responsible for managing the knowledge base and curating content through collaboration with our world-class technical subject matter experts. Deliverables range from client-facing knowledge articles to internal documentation for deploying technical solutions as well as establishing a world class unified portal experience for content search. You will use your highly analytical skills to derive user usage trends quickly, methodically, and accurately. The ideal candidate will have experience in providing technical content to customers and internal support teams focused on troubleshooting event data collection, networking, Linux, and virtual environments.

Responsibilities: 

  • Systematically collects information from Subject Matter Experts (SME) for the development of sector-specific keyword lists and databases that assist with understanding company technology, taxonomies, and methodologies.
  • Identifies problems and solutions to be captured in the sector’s knowledge base(s).
  • Develops knowledge-based systems, algorithms, databases, and expert systems that interact within the organization and to benefit customers including tools incorporated into end-user applications.
  • Perform review and contribute to updating knowledge base articles regarding the development of comprehensive and reusable self-service solutions for future incidents.
  • Partner with product management for coordination of product release announcements.

Qualifications

  • 5+ years of expertise in the principles and approaches for successful knowledge management efforts as they relate to information portals and search technologies.
  • Experience with obtaining buy-in from internal stakeholders such as product and release teams.
  • Independence, motivation, and desire for project ownership.
  • Experience managing content library within Salesforce Knowledge preferred.
  • Excellent communication skills and technical writing experience.

Additional Information

At FireEye we are committed to our #OneTeam approach combining diversity, collaboration, and excellence. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Minimum Salary: $72,000. Final salary will be determined commensurately with cost of living, experience level, and/or any other legally permissible considerations.

Incentive Compensation: Eligibility for annual bonus subject to individual and company performance; eligibility for award of Restricted Stock Units subject to eligibility requirements, approval from FireEye’s Compensation Committee, and vesting terms 

Benefits: Employer subsidized benefits include Medical, Dental, Vision, Life, and Disability Insurance. Subject to eligibility requirements, FireEye also offers the ability to participate in 401(k), Flexible Spending Accounts, Health Savings Accounts, Dependent Care Spending Accounts, and Employee Stock Purchase Program. FireEye also provides Paid Time Off, Flexible Paid Sick Time, and Paid Holidays.