Customer Support Community & Knowledge Specialist (Technical Writer)
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.
FireEye has over 9,000 customers across 103 countries, including more than 50 percent of the Forbes Global 2000.
The FireEye Support Community and Knowledge Team seeks a new member to join the group in our Bangalore offices. We would love to know from you if :
You are a Technical Writer or Knowledge Content Developer with a love for technology, cyber security and customer assistance
You are a Technical Engineer with a love for writing and documenting everyday issues, in a fast-evolving environment
As a key member of a small but global team, you will help us document product and service best practices, troubleshooting guides, and break / fix solutions in a deeply technical target audience.
What You Will Be Doing (Responsibilities)
Work closely with Knowledge Team members, Support Engineers, Sales Engineers, Partners, Customers and other Subject Matter Experts in the creation and maintenance of internal and external knowledge base articles
Interact in the FireEye Support Community responding directly to Customer, Partner and Employee questions
Collaborate with management on identifying content needs through analytics
Track article usage for appropriate updating, maintenance and archiving
Follow and improve the publication workflow : prepare, research, draft, review, update, publish and maintain support content
Participate in community related programs for knowledge creation or sharing
Contribute to knowledge system implementation, large scale content migration, or related projects
Minimum 3 years writing for a technical product line or bachelor’s degree in Technical Communications, Computer Science, or comparable field
Demonstrated outstanding skills for conveying technical information within knowledge base articles or similar written formats for technology customers
Comfortable and positive interacting with customers in-person and online, including blogs and forums
Experience with HTML and tools for basic infographic and video creation
Experience with Office365 (MS Word. MS Excel, Outlook)
Familiar with Confluence
Familiar with SFDC Knowledge and SFDC Knowledge Lightning
General understanding of networking and Linux
Be curious and never afraid of asking questions to get meaningful and accurate KB articles to our audience
Team-player with strong interpersonal and collaboration skills
Comfortable in a matrix environment
Ability to travel internationally 1-2 times per year
We’d love to know some additional details about you. For this reason, please note that only applications that include a cover letter describing why the candidate is interested in this position and in what ways they are well qualified for the role will be considered.
Experience in Information Security or other enterprise technology products and services