Senior Knowledge Management Specialist

It's an exciting time to be at Infoblox, a leader in cloud-first networking and security services. As a Senior Knowledge Management Specialist on the Support Operations team in Trivandrum, reporting to the Senior Manager of Enterprise Technical Support, you will play a crucial role in owning the creation and continuous improvement of technical knowledge base content. Your efforts will help customers and internal teams resolve issues more effectively by ensuring that all KB content is accurate, current, and easy to consume. Collaboration with cross-functional teams including Engineering, Product Management, QA, and Technical Support will be key to your success in this role. Your responsibilities will include writing, updating, and maintaining high-quality Knowledge Base articles, reviewing and revising existing content to align with product updates and customer feedback, and collaborating with various departments to gather insights for KB article creation. By analyzing support case trends, you will identify missing or unclear content that needs attention and recommend the development of new articles based on recurring customer issues and product advancements. Additionally, you will optimize KB articles for better searchability and monitor performance metrics to measure effectiveness and user engagement. To excel in this role, you should have at least 4 years of experience in technical writing, knowledge management, or technical support within a networking or enterprise IT environment. A solid understanding of networking fundamentals such as TCP/IP, DNS, DHCP, SNMP, routing/switching, and Unix/Linux is essential. You should also possess excellent communication, analytical thinking, and problem-solving skills, along with the ability to collaborate across functions and manage multiple documentation projects. After six months, you will be expected to have a strong technical foundation in Infoblox's product portfolio, create and maintain customer-facing KB articles, and actively participate in cross-functional meetings and training sessions. Leveraging AI tools to enhance the knowledge base for better usability and effectiveness will also be part of your responsibilities. After about a year, you will lead the KB development process, identify content gaps, and contribute to the continuous improvement of KB infrastructure, search optimization, and quality assurance processes. Establishing yourself as a knowledge SME and a go-to resource for cross-team collaboration will be a key aspect of your role. Infoblox offers a competitive salary and benefits package, including health coverage, a 401k with company match, and generous paid time off. The company culture emphasizes transparency, curiosity, respect, and fun, while embracing diversity, equity, and inclusion. Join Infoblox and be a part of a supportive environment that focuses on continuous learning, innovation, and growth opportunities. Explore what it's like to be a Bloxer and join our team today.,