Knowledge Engineer
Hybrid · Manila, Metro Manila, Philippines
Job Summary
Knowledge Engineer responsibilities include eliciting tacit support knowledge from SMEs, converting complex product and support processes into structured articles, decision trees, and guided workflows; applying taxonomy, metadata, and tagging; optimizing content for AI retrieval; building and maintaining decision trees used by AI agents; collaborating with AI Engineers to test retrieval effectiveness; identifying knowledge gaps through ticket trends and AI failure analysis; and maintaining high content quality and consistency across product domains. The role emphasizes structured writing, content modeling, logical thinking, and collaboration to support AI-driven customer interactions. Benefits highlights include hybrid work arrangement (2 days WFH), relocation of amenities to Ortigas offices, and a focus on growth, inclusion, and professional development.
Required Qualifications
- 3+ 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
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