Senior Knowledge Engineer, AI Enablement & Knowledge Systems

About the role

We are looking for a Senior Knowledge Engineer to join the Value & Impact Management team within Customer Support. You will work in a high-performing, highly collaborative environment, partnering across Support, Product, Operations, and Technology teams to improve how knowledge is created, maintained, shared, and utilized.

What you'll do

• Knowledge Strategy & Governance
• Design and optimize the knowledge ecosystem that supports customers, support professionals, self-service experiences, and AI-enabled support capabilities
• Define and maintain content standards, governance practices, taxonomy, and lifecycle management processes
• Ensure knowledge remains accurate, trusted, discoverable, and reusable across support channels and experiences
• Partner with product and support teams to proactively capture, curate, and continuously improve knowledge at scale

Good to have

• Content strategy
• Salesforce