Knowledge & Training Specialist

About the role

The Knowledge & Training Specialist (KTS) supports DataBank’s Support Operations team by building and maintaining an external knowledge base, creating training curricula, and producing customer‑facing self‑service content. Reporting to the Sr. Manager of Support Experience and Enablement, the KTS works closely with Tier 1 and Tier 2 engineers to improve first‑contact resolution and overall support quality.

Key responsibilities

• Develop and maintain the Support Operations knowledge base using KnowledgeOwl, documenting policies such as Call Back, TLC, and Sales Tickets.
• Structure knowledge articles for internal reference and future AI chatbot use, and conduct regular accuracy reviews.
• Identify knowledge gaps with Tier 1/2 leads and prioritize documentation efforts.
• Design, deliver, and coordinate cloud and network training programs for support engineers.
• Create Tier 1 playbooks and advancement path curricula, including skills assessments.
• Produce customer‑facing self‑service articles for high‑volume ticket categories.

Required profile

• Experience documenting operational practices and creating training materials.
• Ability to collaborate with engineering teams and cross‑functional stakeholders.
• Strong organizational skills to manage knowledge assets and training schedules.

Required skills

• KnowledgeOwl

What we offer

• Opportunity to influence support processes in a leading data‑center and cloud services provider.
• Collaborative environment focused on continuous improvement.