Support Enablement Specialist

Job Summary

A company is looking for a Support Enablement Specialist to enhance customer self-service experiences through knowledge creation and documentation.

Key Responsibilities

• Develop and publish user-friendly documentation based on support cases and insights
• Analyze support ticket data to identify trends and prioritize knowledge base updates
• Collaborate with cross-functional teams to validate solutions and foster documentation ownership

Required Qualifications

• 3-6 years of experience in knowledge management, content strategy, or support operations, preferably in a SaaS environment
• Experience with knowledge platforms such as Salesforce Knowledge, Zendesk, or similar systems
• Familiarity with HTML, Markdown, or content formatting tools
• Ability to use support data to inform content decisions
• Strong adaptability in a dynamic support environment