About the Role

Knowledge Engineers convert subject matter expertise into structured, AI‑optimized knowledge that powers agent and self‑service support. They work closely with SMEs, support operations, and the AI team to transform raw knowledge into decision trees, structured articles, and retrieval‑ready content. This is a technically oriented writing and content‑modeling role ideal for someone who thinks in logic flows and systems, not just prose.

What You Will Do

• Conduct knowledge elicitation sessions with SMEs to extract and document tacit support knowledge
• Convert complex support processes and product knowledge into structured articles, decision trees, and step‑by‑step guides
• Apply taxonomy, metadata, and tagging standards defined by the Knowledge Engineering Lead
• Optimize existing content for AI retrieval restructure, reformat, and annotate articles to improve AI accuracy
• Build and maintain decision tr...