Knowledge Architect – Product Enablement Expert

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

📋 Description

• Define and uphold Docplanner's product knowledge content framework, encompassing facts, organization, labels, metadata, and distinctions between internal and external knowledge.

• Establish quality benchmarks requiring each fact to cite its source in repositories, files, or code.

• Develop a unified knowledge structure for Kraken customer assistants and Noa doctor assistants.

• Utilize GitHub and repositories to identify feature logic, comprehend rules and unique cases, and convert code into reviewable outputs.

• Enhance knowledge generation processes to minimize the necessity for manual validation of facts.

• Ensure that new or updated features are derived from code from the very first day.

• Evaluate the existing internal knowledge base on a per-article basis and decide whether to migrate, rewrite, replace with generated output, or archive content.

• Prioritize knowledge-base tasks based on usage and frequency of change and align priorities with the team manager.

• Guide the team through the transformation of the knowledge base, including defining methods, providing explanations, conducting reviews, and ensuring quality consistency across markets and personnel.

• Instruct the team to verify facts instead of primarily focusing on article writing.

• Create and sustain operational guides, examples, and brief training sessions.

• Cultivate team capabilities in crafting self-contained facts, reviewing generated content, identifying knowledge gaps, collaborating with repository-based content, and assessing AI assistant responses.

• Spot knowledge that is lacking in code, encompassing market and plan variations, on-screen wording, patient-facing content, and screenshots.

• Design repeatable processes for information gathering alongside Product Managers, Product Marketing, and Product Experts.

• Conduct review loops with feature owners and monitor corrections and their rationale.

• Establish processes to keep knowledge up-to-date amidst frequent releases, including update triggers, alerts, ownership, and response times.

• Notify the Help Center team when releases result in inaccuracies in published content.

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

• Evaluate assistant answer quality against a predetermined set of questions.

• Assist with repository access, plan for monorepo migration, and implement necessary code adjustments for knowledge extraction.

⛳️ Requirements

• 4 to 7 years of experience in technical writing, documentation engineering, knowledge management, developer experience, solutions engineering, or similar roles, demonstrating genuine ownership.

• Proficient with Git and GitHub, including branches, pull requests, reading changes, and navigating extensive codebases.

• Capable of reading code sufficiently to grasp rules and special cases; formal software engineering experience is not essential.

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

• Daily proficiency in Markdown, YAML, or JSON.

• Familiarity with documentation that resides in a repository, is versioned, reviewed, and constructed like code.

• Understanding of how AI assistants retrieve and utilize content, as well as methods to test their responses.

• Ability to engage busy experts for prompt fact reviews and devise effective review formats.

• Experience in educating a team on new methodologies and ensuring they are effectively adopted.

• Autonomy to develop and define a role that has no prior precedent within the company.

• Professional proficiency in English, both written and spoken; additional languages are advantageous.

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

• Fluency in English is essential for the role’s significant global exposure.

🏝️ Benefits

• Healthcare insurance.

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

• Time off for vacations, birthdays, and personal recharge.

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

• Opportunities for career growth and learning.

• Cross-functional project opportunities.

• Remote work flexibility and adaptable hours.

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

• A global, diverse, and inclusive team environment.