Engineer, AI Engineer (Applied​/Software)

Position: Knowledge Engineer
Location: Manila

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 DoConduct 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 guided workflows used by AI agents during customer interactions

Collaborate with AI Engineers to test how content is retrieved and adjust structure when AI fails to find the right answer

Identify knowledge gaps by analyzing ticket trends, escalation patterns, and AI failure logs Maintain content quality and consistency standards across all assigned product domains

What We Are Looking For Required Experience & Qualifications3+ years of experience in technical writing, knowledge base management, instructional design, or structured content roles

Experience creating decision trees, troubleshooting guides, or process documentation in a support or operations context

Familiarity with AI or chatbot content understanding that content must be written for machines, not just humans

Experience with knowledge management platforms (Salesforce Knowledge, Zendesk Guide, Confluence, etc.)Background in SaaS, technology, or global enterprise support environments preferred

Skills & Competencies Structured writing: ability to convert complex, unstructured knowledge into clear, logical, machine-readable formats

Logical thinking: designing content as decision flows, not just narratives

Content modeling: applying taxonomy, metadata, and tagging to organize large content libraries

Attention to detail: ensuring accuracy, completeness, and consistency at scale

Collaboration:

working effectively with SMEs, AI engineers, and Knowledge Operations Analytical: using data (search logs, AI failures, ticket trends) to prioritize content work

Core Attributes Structured and methodical approaches content as an engineering problem, not a writing exercise

Curious about AI and motivated to understand how their work impacts AI performance

High quality standards with no tolerance for ambiguous or incomplete knowledge

Resilient and productive in a fast-paced environment with evolving priorities

Collaborative team player who actively shares knowledge and learns from others

Benefits

Career growth opportunities in a diverse and supportive work environment.

Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
Hybrid Working Arrangement (2 days WFH)
HMO coverage with free dependent upon hire.

Free 24/7 access to our office gyms (Ortigas and Makati)
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Plus, additional benefits

About UsFrom the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to Prop Tech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment…