Knowledge Base Architect for AI-Driven Support

Harvey; Myrtle Point (OR); On-site; USD 88,000 - 132,000; Full time

Job summary

Harvey is seeking a CX Knowledge Specialist to own the source of truth for articles, guides, and product knowledge. You will consolidate fragmented content into one knowledge foundation usable by humans and the AI Support agent, aligned with weekly product releases.

You will structure content with taxonomy and templates, maintain accuracy as products change, and mine ticket data to identify gaps. You’ll collaborate with Enablement Specialists to turn knowledge into training and scalable

Qualifications

• 5+ years in knowledge management, support operations, technical writing, or content ops.
• Hands-on experience with knowledge base platforms (Zendesk, Notion, or similar).
• Comfortable using LLMs in daily workflow and able to cite concrete examples.
• Systems thinker with ability to turn complex product details into retrievable content.
• Experience in Harvey's fast-paced weekly product cycle.
• Data-driven approach: use ticket trends, search behavior, QA findings to decide what to write or fix.
• Ability to build relationships and get content reviewed/adopted without formal authority.

Responsibilities

• Audit today's fragmented content surfaces and migrate into one knowledge foundation.
• Own the knowledge base: articles, troubleshooting guides, how-tos, best practices.
• Structure knowledge for humans and AI with taxonomy, metadata, and templates.
• Keep knowledge current through every release and update articles before launches.
• Triage content gaps from feedback and update source material.
• Mine ticket signals and logs to identify missing content and high-deflection areas.
• Build AI-assisted workflows for drafting, refreshing, and detecting stale content.
• Run review cycles, ownership assignments, versioning, and archiving.

Skills

Knowledge management

Technical writing

Systems thinking

Data analysis

Cross-functional collaboration

LLM familiarity

Tools

Zendesk

Notion

Job description

Harvey is seeking a CX Knowledge Specialist to own the source of truth for articles, guides, and product knowledge. You will consolidate fragmented content into one knowledge foundation usable by humans and the AI Support agent, aligned with weekly product releases.

You will structure content with taxonomy and templates, maintain accuracy as products change, and mine ticket data to identify gaps. You’ll collaborate with Enablement Specialists to turn knowledge into training and scalable