As a knowledge manager, picture yourself:
Championing our knowledge management effort within Atlassian
Running exciting cross-functional projects
Taking initiative in constructing a vision for where our tools, processes, and community are going
Presenting at conferences about cutting-edge approaches to knowledge management
Atlassian is lucky: we have a tremendous community of passionate, highly technical customers who are eager for self service and a core value "Open Company, no bullshit" which allows us to be open like few other companies.
Our community and knowledge engineers are a key part of this community, representing Atlassian in community discussions, helping to grow community participation as well as championing the need to make more of knowledge "Open" for public consumption.
We're looking for someone with a solid technical foundation and a broad capacity to champion causes across large, diverse groups to join our team during this exciting time. Our team is a global team (spread across Sydney, Amsterdam, San Francisco) with a lot of freedom to be creative and become a thought leader in the knowledge management field.
What You'll Do
As a technical community and knowledge champion, your mission will be:
Make our community platform the location of choice for our community
Currently 10% of questions originate from our public community platform and 90% through private channels. We need to reverse this.
Engage Atlassian in knowledge management
Champion knowledge management effort within Atlassian so that every support engineer, customer advocate and developer is actively contributing to our publicly consumable knowledge management initiatives as part of their work.
Responsibilities will include:
Measure customer experience in our community platform and knowledge base, analyse results and continuously drive improvements
Run bootcamp training sessions for staff on the importance and potential of our public knowledge initiatives (community platform, knowledge base, documentation, blogs, videos)
Mentor support engineers and knowledge engineers
Ensure our knowledge resources are up to the highest standards
Run projects to drive knowledge adoption, both in our community and knowledge base
You'll work internally within Atlassian to champion the needs of our customers and community and make sure the entire company is engaged with our customers.
Beyond our current tools, you'll help drive a vision for how to allow our customers to collaborate easily
You would be a perfect fit if...
You've got a deep understanding of technical writing best-practices
You've worked in support organizations and understand how to scale them
You know the ins and outs of Knowledge Management, why communities play an integral role.
You've got a technical foundation and have excelled in technical roles in the past.
You inspire the people around you. You've rallied people across your organization for different causes.
You have top notch written and verbal communication skills and comfort communicating with customers in a many-to-many environment.
You've got project management skills and have taken initiative to drive creative projects yourself and across an organization
You've got a blog, love social media, or have been a community moderator.
You've had a customer facing role and excelled at it.
You know all about Atlassian products and love them!
You've got moxie, charm, curiosity, energy, humor and
guts
The Perks
You'll be working out of our brand-spankin' new office in SOMA with beer on tap, massage chairs, fully stocked kitchen, etc. Most of all you'll get to work with our kick-ass suite of developer tools and help customers from Twitter to NASA get the most out of our products. We're also a global company with offices in Sydney and Amsterdam and engineers often travel for training and work opportunities. Here's a sample from our long list of other perks and benefits:
Health, vision, dental, 401K
Ample vacation
Days off to work for your favorite charity
Customers asking for you by name
No Bulls#!t
Atlassian customers are changing the world. Our software is helping them do it and our Support Engineers keep it all working. This is your opportunity to be at the exciting center of an agile, innovative company and become legendary in the eyes of our customers. Still interested? Find out
