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Job Description & How to Apply Below
Ensure knowledge assets remain accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standards
Develop knowledge base articles, SOPs, workflows, playbooks, and enablement content
Apply technical writing, information architecture, taxonomy, metadata, and content standards for human and AI use
Partner with Product, AI, Data, Customer Success, and subject matter experts to translate product releases, process updates, and operational changes into trusted knowledge
Use QA findings, Voice of Customer insights, search analytics, frontline feedback, and AI performance signals to identify gaps and improve content
Create and maintain onboarding resources, reference materials, and performance support content
Support AI-powered workflows and validate knowledge quality for conversational and agentic AI, agent assist, search, self-service, and other AI-enabled experiences
Report to the Senior Manager, Enablement & Knowledge Systems
Requirements
Experience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organization
Track record of creating and maintaining high quality knowledge content using platforms such as Confluence, Guru, Notion, or Helpjuice
Knowledge of established knowledge management practices such as Knowledge-Centered Service (KCS)
Hands-on experience administering modern help desk and knowledge base software such as Zendesk Guide, Intercom, Help Scout, or Document
360
Familiarity with HTML and CSS for custom formatting
Basic Markdown highly preferred
Hands-on experience with Git-based documentation workflows and Docs as Code approaches using Git Hub
Strong technical writing, information architecture, and content design skills
Experience with taxonomy, metadata, tags, and content standards
Technical curiosity and aptitude, including comfort with platform settings and API documentation
Ability to create clean, annotated screenshots or GIFs
General knowledge of coding, software design, servers, databases, networks, cloud, certificates, and middleware
Experience owning the end-to-end documentation creation process
Strong time-management skills and ability to provide clear status updates
Experience preparing knowledge for AI-enabled experiences, including conversational and agentic AI, agent assist, LLM-based search, self-service, or other AI-powered knowledge systems
Strong editorial judgment and continuous improvement mindset
Excellent collaboration skills across Product, AI, Data, Customer Success, and subject matter experts
Strong organization and prioritization skills
Demonstrates expertise in knowledge management and technical writing, with a strong focus on creating and maintaining high-quality knowledge content for AI-enabled experiences. Proficient in collaborating with cross-functional teams to ensure knowledge assets are accurate, discoverable, and aligned with industry standards.
Highest-signal resume keywords
Knowledge Management
Technical Writing
Content Design
AI-Enabled Knowledge Systems
SaaS Experience
Hard Skills
Knowledge-Centered Service (KCS)
HTML
CSS
Markdown
Git-Based Documentation Workflows
Taxonomy
Metadata
Content Standards
API Documentation
Documentation Creation Process
Soft Skills
Time Management
Collaboration
Organization
Prioritization
Editorial Judgment
Industry Keywords
SaaS
Customer-Facing Organization
Knowledge Assets
Onboarding Resources
Performance Support Content
Tools & Technologies
Confluence
Guru
Notion
Helpjuice
Zendesk Guide
Intercom
Help Scout
Document
360
Git Hub
AI-Powered Workflows
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