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Staff Knowledge Manager

SentinelOne
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Full-timePosted 5d ago

About the role

Senior individual contributor role owning the knowledge strategy for SentinelOne's Global Support organization. Based in Costa Rica, partner with Support, TAM, Product, and AI-driven support tools to ensure accurate, current, and well-structured knowledge for human agents and AI assistants.

Responsibilities

  • 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a regular audit and gap analysis process, using case data, search trends, and deflection metrics to identify missing, outdated, or underperforming content.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.

Qualifications

  • Proven experience building or scaling a technical knowledge management program, ideally in a support or SaaS environment.
  • Excellent written communication; ability to 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.
  • 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.

Benefits

  • 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
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About SentinelOne

AI-Powered Enterprise Cybersecurity Platform

SentinelOne unifies AI-powered endpoint, cloud, identity, and data protection—enhanced by our Security Data Lake for seamless and efficient cybersecurity.

CybersecurityAI SecurityEndpoint SecurityCloud SecurityAI-SIEMIdentity SecurityEDRXDR
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