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Job Description It’s an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc . magazine’s Best Workplaces for 2020, Infoblox is the leader in cloud-first networking and security services. Our solutions empower organizations to take full advantage of the cloud to deliver network experiences that are inherently simple, scalable, and reliable for everyone. Infoblox customers are among the largest enterprises in the world and include 70% of the Fortune 500, and our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies—and having fun along the way. We are looking for a Senior Knowledge Management Specialist to join our Support Operations team in Trivandrum, reporting to the Senior Manager of Enterprise Technical Support. In this role, you will own the creation and continuous improvement of technical knowledge base content to help our customers and internal teams resolve issues more effectively. You will collaborate cross-functionally with Engineering, Product Management, QA, and Technical Support to ensure all KB content is accurate, current, and easy to consume. You are the ideal candidate if you’re a technical writer or support engineer with strong documentation skills, a passion for simplifying complex topics, and a talent for driving knowledge excellence at scale. What you’ll do: Write, update, and maintain high-quality, technically accurate Knowledge Base articles following company documentation standards Regularly review and revise existing KB content to ensure alignment with product updates, customer feedback, and support case trends Communicate with Product Management, Development, QA, and Support to gather product knowledge and technical insights for KB article creation Analyze support case trends to identify missing or unclear KB content that needs to be addressed Collaborate with cross-functional teams to recommend and develop new KB articles based on recurring customer issues and product advancements Optimize KB articles by improving metadata, tagging, and categorization for better searchability and discoverability Monitor KB performance metrics to measure article effectiveness, user engagement, and self-service success rates Suggest improvements to KB processes, structure, and organization to enhance efficiency and searchability What you’ll bring: 4+ years of experience in technical writing, knowledge management, or technical support within a networking or enterprise IT environment Solid understanding of networking fundamentals, such as TCP/IP, DNS, DHCP, SNMP, routing/switching, and Unix/Linux Experience with TCP/IP, DNS, DHCP, SNMP, routing/switching, and Unix/Linux Familiarity with customer support platforms, ticketing systems, and knowledge base tools Ability to write clear, concise, and structured content optimized for readability and searchability Experience with documentation source control and content reuse strategies Proven ability to collaborate across functions and manage multiple documentation projects Excellent communication, analytical thinking, and problem-solving skills What success looks like: After six months, you will... Learn Infoblox product portfolio and develop a strong technical foundation Create and maintain customer-facing KB articles aligned with support needs and feedback Actively participate in Transfer of Information (TOI) and cross-functional meetings with SMEs and Support teams Deliver training sessions for new engineers and contributors on KB processes Integrate AI into the knowledge base for better effectiveness and usability and use AI tools for automated content creation, detecting knowledge gaps, and gaining insights from support cases Leverage AI to improve search optimization and provide personalized recommendations to users After About a Year, You Will... Lead the KB development process by identifying content gaps and driving improvements Develop and maintain documentation plans and schedules for upcoming releases and initiatives Establish yourself as a knowledge SME and a go-to resource for cross-team collaboration Contribute to the continuous improvement of KB infrastructure, search optimization, and quality assurance processes We’ve got you covered: Our holistic benefits package includes coverage of your health, wealth, and wellness—as well as a great work environment, employee programs, and company culture. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. We have a strong culture and live our values every day—we believe in transparency, curiosity, respect, and above all, having fun while delighting our customers. Why Infoblox? We’ve created a culture that embraces diversity, equity, and inclusion and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So whether you are a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out what it’s like to be a Bloxer . We think you’ll be excited to join our team. Show more Show less
