Help shape the future of technical support and knowledge enablement through content excellence, collaboration, and continuous improvement. We’re looking for a Knowledge Domain Expert who is passionate about technology, problem solving, and creating high quality technical content that empowers teams and customers to succeed. This position plays a key role in strengthening the effectiveness of SONIFI’s technical knowledge base and support operations.
What you’ll do:
Reporting to Technical Assistance Center leadership, this role serves as a subject matter expert responsible for translating technical knowledge into clear, actionable, and user friendly content across SONIFI products and services. You will partner closely with support teams, engineering, product management, implementations, learning and development, and IT to ensure knowledge content is accurate, accessible, and continuously improving. This role requires strong technical communication skills, initiative, and the ability to manage multiple priorities in a fast paced environment.
- Work closely with remote support teams, field teams, product management, engineering, and implementations to understand technical procedures and translate them into high quality knowledge content
- Develop troubleshooting guides, training documents, implementation procedures, upgrade documentation, and customer facing self service materials
- Create and maintain knowledge articles, videos, tutorials, and other technical learning resources
- Manage content inventories and ensure documentation remains current, accurate, relevant, and easy to use
- Build content roadmaps and plans in support of company initiatives and operational goals
- Gather feedback from internal and external users to continuously improve the knowledge base experience
- Partner with learning and development teams to support onboarding and ongoing technical training efforts
- Collaborate with business systems and IT teams to identify opportunities for knowledge platform improvements
- Identify knowledge gaps, recurring support trends, and areas requiring updated documentation or process refinement
- Influence improvements across products, documentation, workflows, and support processes to enhance operational effectiveness
- Ensure the knowledge base supports efficient troubleshooting and problem resolution across support teams
- Manage multiple projects and priorities with minimal supervision while meeting deadlines and quality expectations
- Support additional projects, initiatives, and duties as assigned
What you’ll need:
We’re looking for a technically curious and highly collaborative individual who can simplify complex information, communicate effectively across teams, and drive continuous improvement through strong documentation and knowledge management practices.
- Bachelor’s degree in a related technical discipline or equivalent experience required
- Minimum of two years of experience working within a technical environment
- Strong verbal and written communication skills with the ability to clearly explain technical concepts to both technical and non technical audiences
- Demonstrated ability to translate technical procedures into effective technical documentation and learning materials
- Experience creating instructional videos, tutorials, or other multimedia learning content preferred
- Strong organizational skills with the ability to manage multiple priorities and projects simultaneously
- Self motivated with the ability to work independently and meet deadlines in a fast paced environment
- Strong collaboration skills with the ability to proactively engage subject matter experts and cross functional teams
- Problem solving mindset with a willingness to learn and continuously improve processes and content
- Experience with Salesforce CRM, Confluence, or similar knowledge management platforms preferred
- Proficiency with Microsoft Office applications required
- Experience working within a Knowledge Centered Service (KCS) environment is a plus
- Strong attention to detail and commitment to quality, usability, and consistency in documentation and knowledge content
Application and Interview Expectations:
We are committed to a thoughtful and thorough hiring process that ensures a strong fit for both the candidate and our team. Candidates should expect the following as part of the interview process:
- Ability to discuss experience creating technical documentation, troubleshooting content, or training materials in detail
- Clear communication around individual contributions to technical projects, support initiatives, and knowledge management efforts
- Participation in discussions focused on problem solving, communication style, and cross functional collaboration
- Candidates may be asked to demonstrate examples of written technical content, process documentation, or learning materials
- Video participation during virtual interviews may be required
- Final stage in person interview may be required
Together, we can build your future!
SONIFI offers a competitive compensation package based on factors including experience, education, specialty, and location. This position is also eligible for PTO, holidays, health, dental, vision, retirement plans, pet insurance, on demand pay, and other benefits.
SONIFI and SONIFI Health value diversity and are proud to be an Equal Opportunity Employer. All qualified applicants will be considered regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any protected status.
If you require assistance with the online application due to a disability, please contact Human Resources at 605-988-1000.
SONIFI participates in E-Verify to confirm authorization to work in the United States.
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