Knowledge Base Architect

Embed; Quezon City; On-site; PHP 420,000 - 780,000; Full time

Job summary

Embed is seeking a Knowledge Management Specialist to craft and refine customer-facing content, turning complex troubleshooting into clear articles and release notes. You’ll work with Support, Documentation, and other teams to apply KCS principles and ensure reuse of problem-solving knowledge.

You will help shape the Help Centre structure, assist AI-assisted discovery, and prioritize content based on customer impact, with a global team coordinating across time zones.

Qualifications

• Experience creating technical support documentation and release notes.
• At least nine months of experience with Embed products and environments.
• Strong technical writing, editing, and proofreading skills for customer content.

Responsibilities

• Establish and maintain efficient processes for creating, reviewing, and publishing Knowledge Base content.
• Identify content opportunities from support tickets and AI-assisted insights.
• Write, edit, and publish articles using KCS practices and standards.
• Coordinate preparation, review, and publication of customer-facing Release Notes.
• Improve Help Centre structure and navigate information for customers and agents.
• Support AI-assisted discovery, recommendations, and publishing.
• Collaborate with Documentation and CRM teams to align content ownership.
• Monitor KB performance and identify gaps using ticket trends and feedback.
• Recommend content priorities and report progress against goals.

Skills

Technical Writing

Knowledge Management

Zendesk Help Center

Content Strategy

Customer Support

Tools

Zendesk

Job description

Embed is seeking a Knowledge Management Specialist to craft and refine customer-facing content, turning complex troubleshooting into clear articles and release notes. You’ll work with Support, Documentation, and other teams to apply KCS principles and ensure reuse of problem-solving knowledge.

You will help shape the Help Centre structure, assist AI-assisted discovery, and prioritize content based on customer impact, with a global team coordinating across time zones.