Knowledge Base Architect

ZeroFox seeks a Knowledge Base Architect to join our team and be responsible for developing and optimizing our AI-powered knowledge base for both internal and external audiences. This role involves creating the structure and maintaining a comprehensive library of help articles that clearly explain capabilities and workflows within the ZeroFox platform while ensuring customers can easily navigate within a self-service environment. The individual will define the strategy for content creation, review and publish articles, and work independently to execute the strategic goals while reporting progress to senior leadership. Strong communication and technical writing skills are essential, along with a deep understanding of customer-facing documentation, AI optimized content and user adoption. 

Role and responsibilities

• Develop comprehensive documentation that meets organizational standards
• Gain deep understanding of ZeroFox products and services, and translate complex information into simple, polished, engaging content
• Outline, write, and edit content, working closely with various departments to understand content requirements
• Work with development and support leads to identify documentation repositories, revise and edit, and determine best solutions for data compilation and centralized storage
• Research, create, and maintain information architecture templates that adhere to internal and external organizational needs
• Ensure documentation is optimized for AI searching and chatbots within our help portal
• Monitor help portal usage patterns and proactively make content recommendations
• Become proficient, and eventually SME, on multiple ZeroFOX proprietary tools and systems
• Build documentation architecture on Zendesk platform
• Develop customer self help documentation journey that aligns with ZeroFox platform
• Provide reports to leadership that outline usage patterns
• Must be able to work independently on projects with tight deadlines

Requirements

• 3-5 years creating and managing a knowledge base system at a SAAS or similar organization
• Proven ability to quickly learn and understand complex subject matter 
• Experience in writing documentation and procedure manuals for various audiences. 
• Team player with excellent collaboration and communication skills
• Self starting mindset with the ability to prioritize, define the strategy, focus on the detail, meet deadlines, and identify opportunities with limited oversight
• Must be proficient in Zendesk or a similar tool
• Identify ways that documentation can solve common requests
• Experience in using analytics to show usage patterns and knowledge base impact on the target audience
• The ability to articulate technical information to a non-technical audience internally and externally
• Experience in working with engineers to improve user experience (ex: design, UI), refine content, and create visuals and diagrams
• Ability to handle multiple projects simultaneously
• Ability to optimize content for AI powered searching and chatbots

Desired qualifications and skills

• Bachelor’s degree (or equivalent) in communications, education, information systems or relevant technical field
• Previous experience in software development
• Experience in using XML tools to create documentation
• Experience with designing self service environments
• 3+ years working within Zendesk or a similar tool

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Regular catered lunches for in-office work; snacks, drinks available daily
• Generous time off
• Comprehensive health benefits & 401(k) plan
• Fun, modern workspace
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

About us

ZeroFox is on a mission to make the internet safer for all. Innovation is at our core – we are relentless in the pursuit of finding new ways to disrupt external cyber threats on the surface, deep, and dark web. ZeroFox offers the only unified cybersecurity platform combining advanced AI analytics, digital risk and privacy protection, full-spectrum threat intelligence, and a robust portfolio of breach, incident and takedown response capabilities to protect customers from growing threats across the external attack surface. It’s a great time to join us in the Fox Den – with fresh private equity funding, expanding investments in AI, a people-first culture, and centers of excellence around the world, we’re growing like never before. If you’re looking for a mission-oriented, customer-focused, collaborative team and ready to take the fight to the adversary, apply to join us in the Den today.

Equal Opportunity

We aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.