Systems Engineering Manager

To drive the strategy and governance of knowledge resources, the remote Knowledge Systems Manager will own customer-facing content, optimize AI knowledge for support tools, and analyze support trends to enhance self-service outcomes. Key responsibilities Own and manage all customer-facing Support Center content, ensuring clarity and alignment with product functionality Optimize knowledge content for AI retrieval, improving the quality of AI-generated support responses Analyze support trends and ticket data to identify knowledge gaps and create scalable guidance for customers and agents Required qualifications Proven experience managing a help center or knowledge base with measurable impact on resolution and self-service outcomes Experience optimizing content for AI-driven support tools and self-service platforms Strong technical fluency with knowledge bases, CMS platforms, and analytics dashboards Exceptional written and editorial skills, capable of simplifying complex concepts Experience designing technical course content and addressing training needs