Staff Knowledge Manager
As a Staff Knowledge Manager, you will be tasked with owning the knowledge strategy for SentinelOne's Global Support organization. This is a senior individual contributor role, not people management. Based in Costa Rica, you will work closely with Support, TAM, Product, and the teams building our AI-driven support tools, making sure the knowledge base is accurate, current, and structured well enough to power both human agents and AI assistants like FIN and Support Genie.
What Will You Do?
Primary responsibilities include:
Own the technical knowledge base end to end, including content strategy, taxonomy, quality standards, and the full content lifecycle from creation and review to retirement.
Partner with Support Engineers and Escalation Managers to turn resolved cases, recurring issues, and technical insights into high-quality KB articles, how-to guides, and troubleshooting content.
Structure and tag knowledge content to ensure it can be effectively consumed by our AI-powered support tools, as well as easily accessed by our teams.
Establish a regular audit and gap analysis process, using case data, search trends, and deflection metrics to identify missing, outdated, or underperforming content.
Define, track, and report on key knowledge base health metrics, including coverage, freshness, usage, and deflection impact.
Train and coach frontline and backline Support Engineers on knowledge contribution standards, best practices, and workflows.
Collaborate with Product Management and Documentation teams to align Support knowledge with official product documentation and ensure consistency across knowledge sources.
Support the integration and rollout of new knowledge sources into the broader Support knowledge ecosystem.
What Skills and Knowledge Will You Bring?
Ideal candidates will have:
Proven experience building or scaling a technical knowledge management program, ideally in a support or SaaS environment.
Excellent written communication; you can turn a messy case resolution into a clear, reusable article.
Comfort working with data to prioritize what to write next and prove impact.
Experience partnering across Support, Engineering, and Product Management.
Familiarity with AI-assisted support tools (chatbots, copilots, RAG-based search) and what makes content usable by them.
Self-starter who can operate with significant autonomy at a senior IC level.
An authoritative and assertive approach, with a strong ability to drive execution.
Technical training and coaching skills, along with excellent interpersonal skills.
Ability to work hybrid, with 2 days per week onsite.
Strong technical background across endpoint, cloud, or network security is a plus; coding and scripting skills are also a plus.
Why SentinelOne?
AI is redefining how the world operates and rewriting the rules of security in real time, and SentinelOne was built for this moment. From day one, we architected an AI-native platform designed to operate at machine speed, not as an add-on to legacy systems but as the foundation itself. If you want to build where innovation and impact move together, this is that place.
We invest in our Sentinels with comprehensive, competitive benefits designed to support you and your family:
Equity & Rewards
Restricted Stock Units (RSUs)
Employee Stock Purchase Plan (ESPP)
Time Off & Wellbeing
Competitive leave benefits
Gender-neutral parental leave
Insurance & Financial Security
Private medical, dental, and vision insurance
Work Perks & Flexibility
Global home office allowance
Internet or mobile phone allowance
Hybrid work model with flexible hours
Wellness & Lifestyle
Wellness programs
Growth & Community
In-office lunch program