AI Knowledge Architect & Support Programs Lead

Rippling; New York (NY); On-site; USD 98,000 - 147,000; Full time

Benefits offered by this job

Equity

Office-based work policy

Job summary

You will report to the Director of Support Operations and work with Support Leads to identify deflection opportunities, automate content pipelines, and improve agent and customer outcomes at scale.

Qualifications

• 5–7 years of experience in Knowledge Management, Technical Writing, Support Operations, or Information Architecture at enterprise scale.
• AI‑First mindset with a proven record of using generative AI, LLMs, and automation to cut overhead.
• Independent operator who can own the roadmap without a dedicated development team.
• Data & system literacy; ability to measure ROI, track ticket trends, and analyze deflection metrics.
• Technical familiarity with Confluence, Jira, Salesforce Knowledge; strong SQL/Snowflake skills.
• Understanding of prompt engineering and the LLM landscape (OpenAI, Anthropic, Gemini).
• Preferable: text automation, parsing, and AI content pipelines.

Responsibilities

• Architect the Knowledge Strategy and overhaul Confluence for product, process, and policies.
• Empower Support Leads to map deflection opportunities and translate updates into structured docs.
• Build and scale content workflows to capture insights from tickets, Slack, and Jira into knowledge articles.
• Refine AI content layouts and data structures to reduce hallucinations and improve deflection accuracy.

Skills

Knowledge Management

Technical Writing

Support Operations

Information Architecture

AI-First Mindset

Independent Operator

Data & System Literate

Tools

Confluence

JIRA

Salesforce Knowledge

SQL

Snowflake

Job description

You will report to the Director of Support Operations and work with Support Leads to identify deflection opportunities, automate content pipelines, and improve agent and customer outcomes at scale.