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Role Description

At Kentik you’d be an integral part of a small team whose mission is to enhance the user experience for our customers. With curiosity and persistence, you’ll dig deep into our rapidly-growing product offerings, writing topic-oriented documentation that’s thorough, detailed, and clear.

Your primary focus will be on maintaining and expanding our Knowledge Base (KB), which explains what you can do with the product and how to use it. To keep us nimble, both the product and the KB are maintained on a continuous update model (rather than versioned releases). You may also be involved in the creation of additional (non-KB) content that supports customers using Kentik.

In this position, you would:

• Work with product managers and software engineers to glean information about all aspects of the Kentik platform, including the Kentik portal, Kentik software agents, and Kentik’s RESTful APIs.
• Test product features and write/edit/update articles from an end-user perspective (including UI reference, step-by-step procedures, and background information).
• Organize information into digestible, informative topics.
• Contribute user-perspective feedback on our platform (e.g. Jira issues) to help Kentik continually improve.

Qualifications

• Minimum eight (8) to ten (10) years of experience.
• Extensive experience writing and editing KB documentation for a software-based product.
• An affinity for written language that’s detailed, unambiguous, precise, and concise.
• Experience testing and validating documentation for accuracy, completeness, and usability.
• Strong collaboration and communication skills, including persistence in getting information from a variety of sources.
• Critical thinking skills and the ability to ask great questions.
• Ability to look broadly and deeply at both the product and our KB content, with a discernment to determine what brings value to the reader.
• Strong organizational habits that enable you to move multiple projects forward in parallel.

Requirements

• Familiarity with the concepts and terminology of networking and network infrastructure.
• Familiarity with the concepts and terminology of data analytics.
• Experience with Jira, Notion, and content management systems (we use Document360).
• Experience creating media content (explanatory video tutorials, slideshows, guided walk-throughs, etc.) for integration into a primarily static online environment.

Benefits

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents.
• Additionally, an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family.
• Paid family & medical leave.
• Open PTO, a quarterly Wellness Day, and a minimum of 10 paid holidays.
• 401(k) retirement account.
• Home office reimbursement.
• Stock options.