Overview
Content Support Engineer responsible for building knowledge systems, content strategy, and infrastructure that helps the Support team and AI deliver accurate customer support at scale.
What you'll do
- Design, build, and iterate on AI-powered content systems with automated workflows and quality checks.
- Define and maintain information architecture for the internal knowledge base for human and AI use.
- Own content strategy for the Product Support team, including goals, health metrics, and impact reporting tied to CSAT and first contact resolution.
- Set and maintain content governance standards such as style guides, templates, and documentation frameworks.
- Optimize how content tools and AI agents work together, including evaluation strategy for AI content and improvement mechanisms.
- Develop human oversight mechanisms to ensure a high quality bar.
What you'll need
- 5+ years building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product.
- Proficiency with tools like Notion, Zendesk, and Decagon.
- Experience using AI tools as core infrastructure in a content workflow, including hands-on AI work to drive measurable impact.
- Experience with AI to automate authoring, publishing, and conducting quality checks at scale.
- Experience with systems integrations via API, webhooks, MCP, or other methods.
- Experience building content or knowledge management strategy including governance, information architecture, and measuring impact.
- Strong written communication skills to turn complex topics into clear, usable content for humans and AI systems.
Details
- This is a full-time role available from a US hub or remotely in the United States.
Read the full description and apply on the company’s own careers page.
