Manager, Training Knowledge Systems
Core
Build, administer, and evolve a knowledge management ecosystem on Zendesk, including custom app development, integrations, and AI-assisted knowledge experiences.
Role type
Manager, Knowledge Systems (Hands-on IC with team leadership)
Builds
Custom Zendesk apps, integrations with enterprise systems (e.g., Microsoft Teams), and AI-powered knowledge retrieval experiences.
Domain
Enterprise Knowledge Management / Customer Support Technology
Required skills
Zendesk App Builder, API integration & troubleshooting, OAuth/SSO/SAML, HTML/CSS/JSON, AI prompt engineering, Analytics & reporting, Taxonomy & metadata management
Preferred skills
Generative AI implementations, RAG concepts, Jira/Confluence/Azure DevOps, AI-powered customer support solutions
Technologies
Zendesk Guide, Zendesk App Builder, Microsoft Teams, OAuth, SSO, SAML, HTML, CSS, JSON, AI tools
Responsibilities
Design and build custom applications on Zendesk App Builder; Configure Zendesk Guide themes and publishing workflows; Build and maintain integrations between Zendesk and enterprise systems; Troubleshoot authentication and API issues; Maintain knowledge base health and documentation; Analyze knowledge base usage and search behavior; Optimize content for AI retrieval and generative AI experiences.
Seniority
Manager, hands-on IC
