Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.

Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

• We invented the cyber ratings industry in 2011
• Over 3000 customers trust Bitsight
• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

Your Responsibilities will Include:

• Knowledge Base Strategy: Prioritize, develop and oversee the strategy for creating, curating, and maintaining high-quality, user-friendly content across all knowledge platforms (e.g., customer help centers, and Chatbot experience). Leverage data to drive decision making and strategy to optimize value to Bitsight.
• Content Creation: Collaborate extensively with Product, Customer Success and Support to identify critical knowledge gaps, new product documentation needs and ensure an up to date Knowledge Base.
• Self Help Strategies for Customers: Get to know our customers. Analyze support ticket trends, customer feedback, and search data to identify opportunities for new content creation and existing content optimization, directly impacting support volume and resolution times. Your goal—create an experience that makes it effortless for our customers to self-serve.
• Innovation with AI: Develop strategies to leverage AI to enhance content discoverability, personalize user experiences, and streamline knowledge creation workflows. You’re excited to explore new ways to use AI and aren’t afraid to experiment, always keeping customer experience at the center.

What we are Looking for

• Customer First Attitude: Whether it’s an article or a new Chatbot experience, delighting Customers is our focus first and foremost. We are looking for someone whose focus is on improving the customer experience, which helps us build customer loyalty and drive retention.
• Learner: Our application is vast and covers many security domains, there is a lot to learn. With new feature releases and advancements with AI and other tooling, there is always something new to learn. We are looking for someone who is excited to tackle new things, loves playing around with new technologies and excited by new feature releases.
• Be Part of a Team: Our Support Organization is a close-knit team across several global locations, and we are looking for someone who is excited to be part of a broader team.

Desired Qualifications

• 2+ years of experience in Knowledge Management, a background in Technical Customer Support preferred.
• Experience developing, implementing, and optimizing knowledge management strategies and systems focused on helping users self-serve.
• Exceptional written and verbal communication skills, with a talent for translating complex concepts into clear, engaging, and actionable content.
• A proactive and innovative mindset, eager to explore and implement new technologies, especially in the realm of AI.

Belonging & Inclusion. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.
Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company’s inclusive culture as we apply to serving our customers’ needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.
Open-minded. If you got to this point, we hope you’re feeling excited about the job description you just read. Even if you don’t feel that you meet every single requirement, we still encourage you to apply. We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.
Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email
recruiting@bitsight.com
. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.
Additional Information for United States of America Applicants:
Bitsight is committed to compliance with all fair employment practices regarding citizenship and immigration status.
Bitsight will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.
Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Qualified applicants with criminal histories will be considered for employment consistent with applicable law.
This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.
The anticipated hiring base salary range for this position is US$70,000 to $100,000 annually for US-based employees. This range reflects the minimum and maximum target for new hire salaries for the position across all US locations, is based on a full-time work schedule, and is Bitsight’s good faith estimate as of the date of this posting. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.In addition to base salary, this role is eligible for participation in a bonus or commission plan and an equity grant. Bitsight also offers a competitive benefits package, including but not but limited to medical, dental, and vision insurance; paid parental leave; flexible time off; a 401(k) plan with employee and company contribution opportunities; life and disability insurance; and tuition reimbursement

• Knowledge Base Strategy: Prioritize, develop and oversee the strategy for creating, curating, and maintaining high-quality, user-friendly content across all knowledge platforms (e.g., customer help centers, and Chatbot experience). Leverage data to drive decision making and strategy to optimize value to Bitsight.
• Content Creation: Collaborate extensively with Product, Customer Success and Support to identify critical knowledge gaps, new product documentation needs and ensure an up to date Knowledge Base.
• Self Help Strategies for Customers: Get to know our customers. Analyze support ticket trends, customer feedback, and search data to identify opportunities for new content creation and existing content optimization, directly impacting support volume and resolution times. Your goal—create an experience that makes it effortless for our customers to self-serve.
• Innovation with AI: Develop strategies to leverage AI to enhance content discoverability, personalize user experiences, and streamline knowledge creation workflows. You’re excited to explore new ways to use AI and aren’t afraid to experiment, always keeping customer experience at the center