Knowledge Manager, IT​/Tech

Overview

Carma is an all-in-one software platform developed specifically for the network and digital infrastructure industry. With Carma, all flavors of data center or fiber network companies can ditch their outdated systems and consolidate their efforts in one place. Our customers use Carma to make their businesses stronger, faster, and smarter. Headquartered in downtown Denver, Colorado just steps from Union Station and Coors Field, the fast-growing Carma team of developers, project managers, strategists and technicians is as dynamic as the Mile High City itself.

Carma is a Microsoft Gold Partner, ISV Cloud Embed Partner, and Dynamics 365 Telecom Accelerator Member serving a global customer base.

Position Summary / What you’ll be doing

As a Knowledge Manager, you’ll join the Training team within our Operations division where you will play a central role in building, organizing, and maintaining the documentation ecosystem that powers our customers' and system integrators' success with the Carma platform. You’ll be the primary steward of our Help Center and technical content library - ensuring that every article, guide, and release note is accurate, accessible, and useful to the people who depend on it.

You’ll get to know the Carma platform at a deep level - how it’s built, how it’s deployed, and how customers in the telecom and digital infrastructure space use it every day. You’ll bring your SaaS documentation experience to bear as you translate complex product features into clear, structured content.

You’ll also serve as a critical link in our Product Alignment work- monitoring the incoming feature development pipeline, assessing documentation requirements, and making sure nothing gets deployed without our team’s knowledge. Because great documentation doesn’t happen after the fact; it’s part of the release.

Beyond documentation, you’ll contribute to training content and occasionally support customers directly. The Carma training team’s mission is to inspire customer confidence with our knowledge of Carma and the industry. On this team, teaching, troubleshooting, and supporting customers is everyone’s job.

Job Type: Full-time

Schedule: 40 hours / week

Start Date: Immediate

Compensation: Competitive salary of $105,000 - $115,000 annually, target 10% annual bonus, stock options, group health insurance, 401k, RTD Ecopass, onsite gym membership

Documentation

• Own the creation, organization, and ongoing maintenance of Carma's Help Center content, ensuring articles are accurate, clearly written, and up to date
• Write and maintain technical documentation including user guides, process documentation, and troubleshooting tips
• Develop and maintain content for system integrators deploying Carma in new customer environments through knowledge transfer meetings and subject matter expert (SME) interviews
• Validate all documentation with internal SMEs to ensure technical accuracy
• Build efficient, repeatable documentation processes in partnership with SMEs - minimizing the time SMEs spend in review cycles while maximizing the quality and depth of what gets documented
• Leverage AI writing and productivity tools to accelerate documentation workflows without sacrificing accuracy or voice

Product Alignment

• Monitor the incoming feature development pipeline and maintain an active relationship with the product team
• Assess documentation and training requirements for upcoming releases before they ship
• Ensure nothing is deployed without the Operations team's knowledge - and without the documentation to support it
• Serve as the documentation lead in cross-functional release readiness conversations

Training & Support

• Partner with the Support team to mine service tickets for recurring issues, extracting troubleshooting knowledge and converting it into public-facing Help Center articles that reduce ticket volume over time
• Establish and maintain a pipeline from support queue to knowledge base, ensuring that hard-won troubleshooting insights don’t stay siloed in tickets
• Represent Carma, its values, and its products in a professional and positive manner as a company ambassador
• Occasionally deliver…