Found Description
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 trees and ...