Knowledge Architect, Product Enablement Expert

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Define and uphold the content model for Docplanner product knowledge.

• Set quality benchmarks with references to repositories, files, and code locations.

• Develop a collaborative knowledge structure for the Kraken and Noa AI assistants.

• Analyze feature logic in GitHub repositories and translate it into clear, reviewable outputs.

• Enhance code-based knowledge generation to minimize the need for manual verification of facts.

• Ensure that new or modified features generate knowledge from code from day one.

• Evaluate the current internal knowledge base and determine whether content should be migrated, rewritten, replaced, or archived.

• Prioritize knowledge-base tasks based on usage and frequency of changes, in alignment with the team manager.

• Guide the team through the transformation of the knowledge base while maintaining consistent quality across markets and personnel.

• Create manuals, examples, and training sessions for the new fact-checking workflow.

• Enhance team skills in crafting self-contained facts, reviewing generated content, identifying knowledge gaps, working with repository content, and testing AI assistant responses.

• Identify knowledge that is missing from code, including market and plan differences, on-screen text, patient-facing content, and screenshots.

• Design repeatable information-gathering processes in collaboration with Product Managers, Product Marketing, and Product Experts.

• Conduct review loops with feature owners and monitor corrections along with their underlying causes.

• Establish update processes to keep knowledge current amidst frequent releases.

• Notify the Help Center team when releases render published content inaccurate.

• Collaborate with Product Experts, the Help Center team, Kraken and Noa owners, and Engineering.

• Assess the quality of AI assistant answers against a predetermined list of questions.

⛳️ Requirements

• 4 to 7 years of experience in technical writing, documentation engineering, knowledge management, developer experience, solutions engineering, or related fields, with genuine ownership.

• Proficiency with Git and GitHub, including branches, pull requests, reviewing changes, and navigating extensive codebases.

• Capability to read code sufficiently to understand rules and special cases; prior software engineering experience is not mandatory.

• Experience in designing content structures using self-contained content pieces, labels, metadata, and established standards.

• Daily utilization of Markdown, YAML, or JSON.

• Familiarity with versioned, reviewed documentation stored in a repository and structured like code.

• Understanding of how AI assistants retrieve and utilize content and methods to evaluate their answers.

• Ability to efficiently engage subject-matter experts for fact reviews.

• Experience in teaching teams new working methodologies and ensuring their adoption.

• Autonomy to define and establish a new role.

• Proficient in professional English, both written and spoken.

• Must possess the legal right to work in the country of residence or the role's location; visa sponsorship is not available.

🏝️ Benefits

• Healthcare insurance.

• Wellness benefits, including gym memberships and mental health support.

• Time off, including vacation, birthday leave, and recharge days.

• Local benefits based on location, such as meal vouchers, transport allowances, and extended parental leave.

• Opportunities for career growth and learning.

• Cross-functional project opportunities.

• Remote work and flexible working hours.

• Access to office hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, or Bologna.

• A global, diverse, and inclusive work environment.