Customer Support Community & Knowledge Specialist (Technical Writer)
FireEye, Inc.
Bangalore, India
6d ago

Customer Support Community & Knowledge Specialist (Technical Writer)

  • Bangalore, India
  • 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.

    FireEye has over 9,000 customers across 103 countries, including more than 50 percent of the Forbes Global 2000.

    Job Description

    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
  • Qualifications

  • 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.

    Additional Qualifications

    Experience in Information Security or other enterprise technology products and services

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