Support Content Specialist
Core
Designing and building AI-powered knowledge systems and content infrastructure to enable the Support team to deliver exceptional customer experiences at scale.
Role type
Support Content Engineer (Knowledge Systems & AI Infrastructure)
Builds
Automated content workflows, information architecture for human/AI consumption, and content governance frameworks.
Domain
SaaS Product Support / AI Content Systems
Deliverable
production ML models | infrastructure
Required skills
Knowledge program management at scale, AI tooling as core infrastructure, systems integrations (API/webhooks), content strategy & governance, information architecture, written communication for AI optimization
Preferred skills
Experience with Notion/Zendesk/Decagon, hands-on AI automation for authoring/publishing/quality checks
Technologies
Notion, Zendesk, Decagon, API, webhooks, MCP
Responsibilities
Design and iterate on AI-powered content systems with human oversight; Own the information architecture of the internal knowledge base; Build and execute a content strategy with defined health metrics; Establish and maintain content governance standards; Optimize content tools and AI agents for cohesive system function
Seniority
Mid-Senior, hands-on IC
