Job Details

Technical Knowledge Manager

New Relic, Portland

Job - Technology

Close Date: 04/24/2020

Your Opportunity
Please note that visa sponsorship is not available for this position and the position must be located onsite in our Portland offices.

New Relic's Global Technical Support Knowledge Manager is responsible for the strategy and execution of the Global Technical Support Knowledge Management Program. Working across Support, you will build a knowledge program based on the Knowledge Centered Service (KCS) framework, so that our team and our customers can find the information they need to be successful. This is your opportunity to create something new from the ground up!

What You’ll Do
Steering Strategic Direction of KCS throughout organization

Create and maintain the framework (people, processes, and technologies) for the implementation of KCS.
Promote and champion the discipline of KCS as a means to improve operational efficiency and customer happiness.
Work across Support to define and implement process to support the KCS implementation with our teams.
Drive Continual Improvement consistent with KCS Principles and Industry Best Practices
Program Monitoring & Management

Develop, deliver, and maintain training programs
Establish and maintain process of Knowledge Capture according to Content Standards
Develop, maintain, and communicate measures related to program success (examples include article quality index, article reuse rates, deflection, and improvements to resolution times)
Identify areas for improvement and work with teammates to ensure the success of the program.
Your Qualifications

KCS v6 Practices Certification or equivalent
2 years of directly related experience in implementing Knowledge Management practices.
Demonstrated ability to lead cross-functional teams to success.
Superb communication skills, and the ability to adjust based on your audience
Solid grasp and awareness of customer service principles
Superior written, oral, and presentation skills.
Strong analytical skills with attention to detail

Bachelors/University Degree or equivalent
Please note that visa sponsorship is not available for this position.

Our Office
Our office is in the center of downtown Portland, situated in a thriving tech community in the Pacific Northwest. We enjoy easy commute access and a plethora of good eats and great coffee. We provide competitive compensation including equity and big-company benefits (medical, dental, etc.)—all while maintaining the energy, agility and fun of a start-up.

About Us
New Relic (NYSE: NEWR) is the industry’s largest and most comprehensive cloud-based instrumentation platform built to create more perfect software. The world’s best software and DevOps teams rely on New Relic to move faster, make better decisions and create best-in-class digital experiences. If you run software, you need to run New Relic. We’re proudly trusted by more than 50% of the Fortune 100.

Founded in 2008, we’re a global company focused on building a culture where all employees feel a deep sense of belonging, where every ‘Relic’ can bring their whole self to work and feel supported and empowered to thrive. We’re consistently recognized as a distinguished employer and are committed to building world-class products and an award winning culture. For more information, visit

Our Hiring Process
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

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