Knowledge Specialist I

**Location**: This opportunity can be remote within Canada (excluding Quebec), or onsite/hybrid in the Vancouver, BC Lower Mainland. Our head office is in Surrey, BC.
- **Annual Base Salary**: $57,100 to $64,000 CAD
- Please note that employment is contingent upon the successful completion of reference checks and background checks, including a Canadian criminal background check.

**Application Instructions**:

- Please upload your** resume, cover letter, and a short writing sample**, all in **PDF format only**. Your writing sample should demonstrate your ability to clearly explain a process, concept, or idea. It can be technical or non-technical—what matters most is how effectively you communicate information. This could be something you created for work, school, a personal project, or to help someone understand a tool or workflow. The topic does not need to be related to FME.

**Knowledge Specialist I**:
Safe Software is looking for a Knowledge Specialist I to join our Customer Success team. As a Knowledge Specialist I, you will develop and maintain knowledge base content, collaborate with cross-functional teams, and ensure our customers have access to accurate, up-to-date, and engaging educational resources. Your work will play a key role in improving customer satisfaction and supporting the overall success of Safe Software

**About The Team**:
As a part of the Customer Success team, you’ll join a group of dedicated professionals, including support specialists, content creators, and customer success managers, who work together to provide exceptional support and resources to our customers. The Customer Success team is responsible for developing educational content, managing the knowledge base, providing direct support to customers, and ensuring that our users have the tools and information they need to succeed with FME.

**What You’ll Be Doing**:
As a _Knowledge Specialist I_, you will:

- Develop new content for the knowledge base, community forums, and training materials, with a focus on addressing technical customer needs.
- Update and maintain existing knowledge base articles to ensure accuracy, relevancy, and consistency, including updates related to new FME features.
- Collaborate with cross-functional teams to enhance content based on customer feedback, support inquiries, and emerging technical challenges.
- Contribute to content updates for webinars, user conferences, and other events to provide customers with the latest technical information.
- Stay current with FME features and functionalities, proactively recommending updates or new content as needed.
- Update and publish content to FME Hub.
- Assist with onboarding new team members, providing training on both technical aspects and content creation tools.

**Qualifications, Skills, and Competencies**:
Safers come from a variety of backgrounds with diverse skills and knowledge. That being said, those who are most successful in this role have experience with the following:

- 1-2 years of experience in technical writing, technical support, technology consulting, or a related industry.
- Experience in creating content for an educational or training environment, such as internal documentation or knowledge base.
- Strong organizational and time-management skills, capable of prioritizing multiple tasks in a fast-paced environment.
- Strong customer service orientation, with a commitment to improving the customer experience.
- Effective communication skills and ability to work collaboratively within cross-functional teams.
- Strong technical skills, with experience working with a variety of data formats (GIS, CAD, databases, raster, JSON, XML, REST APIs, and web/cloud services).
- Knowledge of data challenges such as schema management, validation, and filtering.
- Experience with ETL processes and developing data integration workflows.

**Skills**:

- Previous experience using FME Form and/or FME Flow.
- Experience with knowledge base platforms (Zendesk, Gainsight, Salesforce).
- Experience with GIS products (Esri ArcGIS, MapInfo, GeoMedia, GE Smallworld).
- Experience with databases (Oracle, SQL Server, PostgreSQL, Snowflake, DuckDB) and web services or APIs (Amazon, Azure, MS Graph, AGOL, ArcGIS Portal, Cityworks).
- Exposure to programming and scripting languages (Python, JSON, SQL, XML).
- Experience with Infrastructure As Code (IAC), Containerized environments (Docker, Kubernetes), and Cloud Deployments (AWS, Azure, GCP)
- Experience with system administration, networking, and configuration for enterprise software products
- Experience presenting technical content to a broad audience.
- Knowledge of 3D technology (Cesium, I3S, CityGML).

**What You Can Expect**:
When you choose a career with Safe Software, you’re also choosing
- **Meaningful Work**: Make a profound impact across our business, workplace and data integration product.
- **A Supportive Environment**:**Feel empowered to share your ideas and implement them with high autonomy and team su