Knowledge Manager

Carma is an all-in-one software platform developed specifically for the network and digital infrastructure industry. All flavors of data center or fiber network companies can ditch outdated systems and consolidate efforts in one place. Our customers use Carma to make their businesses stronger, faster, and smarter. Headquartered in downtown Denver, Colorado, 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 the Help Center and technical content library – ensuring every article, guide, and release note is accurate, accessible, and useful.

You’ll learn the Carma platform at a deep level – how it’s built, deployed, and used daily in the telecom and digital infrastructure space. You’ll bring SaaS documentation experience to 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 ensuring nothing is deployed without the team’s knowledge. Beyond documentation, you’ll contribute to training content and occasionally support customers directly.

Job Details

• Job Type: Full‑time
• Schedule: 40 hours / week
• Location: Denver, CO (hybrid)
• 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 interviews.
• Validate all documentation with internal SMEs to ensure technical accuracy.
• Build efficient, repeatable documentation processes in partnership with SMEs – minimizing review time while maximizing quality.
• Leverage AI writing and productivity tools to accelerate 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 supporting documentation.
• 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, converting troubleshooting knowledge into public‑facing Help Center articles that reduce ticket volume over time.
• Establish and maintain a pipeline from the support queue to the knowledge base, keeping insights out of silos.
• Represent Carma, its values, and its products as a professional and positive company ambassador.
• Occasionally deliver or support instructor‑led training sessions for customers, particularly when documentation intersects with onboarding.
• Contribute to training content development and deck updates in collaboration with the Training team.

Position Requirements / What We’re Looking For

• Bachelor’s degree in English, Communication, Technical Writing, Journalism, or a technology‑related field.
• 3+ years of experience in a technical writing or knowledge management role in the technology industry.
• Hands‑on experience in telecommunications, network infrastructure, or data center industry.
• Strong enough technical foundation in telecom to engage credibly with SMEs.
• Ability to write clear, structured documentation for technical and non‑technical audiences.
• Experience with knowledge content platforms (e.g., Zendesk, Confluence, Notion).
• Experience using AI tools to improve documentation speed, consistency, or quality.
• Track record of building productive relationships with SMEs to accelerate documentation workflows.
• Proficiency with Microsoft Office Suite.
• Familiarity with CRM and project management software.
• Strong organizational skills with the ability to manage multiple content projects simultaneously.

Even Better If You Have One or More of the Following

• Advanced degree in Business, English, Education, or a technology‑related field.
• 5+ years of technical writing experience, ideally in a platform or infrastructure software environment.
• Deep familiarity with data center operations, fiber network provisioning, or related telecom verticals.
• Familiarity with Microsoft Dynamics 365.
• Familiarity with Autodesk's Architecture, Engineering, and Construction (ACC) suite of products and services.
• Background in customer support or training delivery.
• Experience with DITA, structured authoring, or documentation‑as‑code workflows.
• Familiarity with API documentation or developer‑facing content.

Carma, Inc. is an equal opportunity employer and prohibits discrimination based on race, gender, age, disability, and other protected categories. This role operates in a professional office setting with regular use of computers and office equipment and minimal noise level.