FullStory is hiring a
Senior Technical Knowledge Manager, Remote - United States

Summary

Fullstory is seeking a Senior Technical Knowledge Manager to manage their help center and developer docs, ensuring all technical documentation is clear, accurate, and consistent. The role involves creating content for both users and developers, partnering with product and engineering teams, analyzing data, managing multiple projects, and staying on top of emerging technologies.

Requirements

• Experience writing highly technical content (e.g. browser, mobile, and server API and SQL)
• Experience managing a help center and developer documentation, preferably in a B2B SaaS environment
• Experience managing multiple strategic, cross-functional content projects
• Ability to work with languages such as HTML, CSS, React, and Markdown
• Experience managing content and editing CSS styling in Zendesk Guide
• Experience building reports in Zendesk Explore to analyze article engagement and performance

Responsibilities

• Ensure all technical documentation is clear, accurate, and consistent
• Manage cross-functional projects to evolve the help center over time
• Iterate on processes related to knowledge management
• Utilize data to identify opportunities to improve article performance or decrease support tickets
• Publish content or changes to developer docs using GitHub pull requests
• Establish a strategy for managing the help center and developer docs
• Develop and update documentation that caters to both technical and non-technical audiences
• Partner closely with product and engineering teams to stay on top of the product roadmap
• Analyze data in Zendesk Explore to measure the performance and impact of the help center
• Manage multiple projects and competing priorities effectively
• Stay on top of emerging technologies, industry trends, new Zendesk features, and best practices in technical documentation

Preferred Qualifications

Detail-oriented with a passion for creating user- and developer-centric content