Technical Knowledge Enablement Specialist
$87,000–$112,000 year
RemoteUnited States
Job Summary
Create knowledge articles, troubleshooting guides, runbooks, decision trees, and training materials that help Support troubleshoot issues consistently and effectively. Partner with Application Support subject matter experts to capture product-specific troubleshooting steps, diagnostic workflows, known issue patterns, and support best practices. Analyze support cases, escalation trends, repeated questions, and Support feedback on a regular basis to identify technical knowledge gaps and prioritize new or updated content. Convert SME-led trainings, mentoring sessions, case reviews, and informal knowledge-sharing discussions into reusable reference materials for Support. Collaborate with the Knowledge Management Specialist to ensure technical content follows established content standards, style guidelines, taxonomy, review processes, and publishing workflows. Maintain assigned technical content by reviewing it for accuracy, completeness, relevance, and usability according to established content review cycles. Track knowledge and enablement requests in a prioritized backlog based on case volume, escalation frequency, knowledge gaps, product risk, SME input, and Support impact. This fully remote role supports Imprivata's Customer Support organization by transforming technical subject matter expertise into actionable resources that improve case handling quality and resolution efficiency.
Required Qualifications
- Bachelor's degree in Technical Writing, Communications, English, Information Systems, Computer Science, Instructional Design, or a related field, or equivalent practical experience
- 2+ years of experience in technical writing, technical support, knowledge management, support enablement, application support, or a related role
- Strong written and verbal communication skills, with the ability to translate technical information into clear, accurate, and actionable support content
- Working knowledge of technical documentation formats, including knowledge articles, troubleshooting guides, runbooks, decision trees, training materials, or internal support playbooks
- Ability to work with subject matter experts, review support cases, and identify documentation gaps based on recurring issues, escalation patterns, and internal feedback
Desired Qualifications
- KCS, ITIL, technical writing, or instructional design certification
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