Bandwidth

Bandwidth

AI Knowledge Manager

Raleigh, NC

Sponsorship not specifiedDetected 7 days ago
SQLLLMsConfluenceContent MarketingSupply ChainIntercomVoIPLeadershipCommunicationCollaborationWriting

About the role

  • We're the global communications software company and Tier 1 network operator with global reach.
  • The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.
  • And as communications shifts to AI, we're the infrastructure layer making it possible.

Responsibilities

  • Partner with support execution teams to understand agent pain points, surface missing internal knowledge in Copilot's knowledge base, and translate frontline needs into structured content that reduces escalation friction.
  • Govern content quality and consistency across the knowledge ecosystem - setting and maintaining the bar for accuracy, depth, formatting and testing standards, and review cadences in partnership with support teams, Product teams, and other stakeholders.
  • Lead NPI (New Product Introduction) knowledge readiness, ensuring 100% of new product launches include structured, versioned, and AI-ready troubleshooting content on Day 1 in coordination with Product and the SIG team.
  • Operate within SIG's monthly optimization loop - contributing knowledge gap analysis and content performance data to the Analyze, Score, Deliver, Track cycle to inform prioritization decisions.
  • Participate in escalation review when knowledge gaps are identified as a root cause contributor to complex, cross-departmental support friction.
  • 3+ years in technical writing, knowledge management, or content strategy in a B2B SaaS or technology support environment.
  • Demonstrated experience writing troubleshooting or support content for technical audiences.
  • Working knowledge of AI-powered support tooling and how knowledge base structure impacts AI performance.
  • Understanding of support operations workflows, escalation paths, and ticket lifecycle management.
  • Self-directed with the ability to manage multiple concurrent projects without close supervision.

Requirements

  • Bachelor's degree in technical writing, communications, information science, computer science, or equivalent practical experience.

Skills

  • Exceptional technical writing and content editing.
  • Proficiency with knowledge management platforms (e.g., Intercom, Confluence, or similar).
  • Strong analytical skills to interpret ticket data and AI performance metrics and prioritize content work accordingly.
  • Experience with reporting or BI tools for trend analysis.
  • Ability to write light SQL or use data tools to surface content performance signals.
  • Bonus Points:
  • Education:
  • Certification in technical writing, information architecture, or content strategy (e.g., CPTC, STC, or equivalent).
  • Experience partnering with Product on NPI documentation readiness.
  • Knowledge:
  • Familiarity with structured authoring frameworks (DITA or similar).

Benefits

  • 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
  • All new hires receive four weeks of PTO.
  • When you take time off (of any kind!) you're embargoed from working.
  • Bandmates and managers are not allowed to interrupt your PTO - not even with email.
  • Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
  • "Mahalo moments" program grants additional time off for life's most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
  • Deliver regular reporting on knowledge health metrics - coverage rates, freshness compliance, AI-readiness scores, and TTR impact - to SIG leadership and cross-functional stakeholders.

Company info

  • At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.
  • Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.
  • We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.
  • We're experts who speak like humans. Ready to build what's next? #JoinTheBand
  • At Bandwidth, we shape how the world connects.
  • Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful.
  • We're experts who speak like humans.
  • Ready to build what's next? #JoinTheBand
  • What We Are Looking For:
  • The AI Knowledge Manage r ensures content in Bandwidth's Support Center and internal knowledge base stays accurate, current, and useful.
  • This role owns the full knowledge supply chain for support knowledge - from identifying gaps in the existing content ecosystem to writing, maintaining, and governing the troubleshooting guides and Help Center articles used by support agents and customers alike.
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This listing is sourced directly from Bandwidth's careers page and normalized into a canonical job model.