Bandwidth
Technology
AIKnowledgeManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“AI Knowledge Manager at Bandwidth. Skills: Knowledge management, AI readiness, Content strategy. Own full lifecycle of internal troubleshooting guides and. Manage structured contribution workflow”
What You'll Achieve.
Improve AI readiness; Improve agent usability; Increase deflection rates; Increase agent confidence; Enhance customer experience; Resolve more issues without human intervention
Industry & Context.
Root cause analysis; Troubleshooting; Data interpretation
What They're Looking For.
Must Have
Bachelor's degree in technical writing, communications, information science, computer science, or equivalent practical experience, 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, Understanding of support operations workflows, escalation paths, and ticket lifecycle management, Exceptional technical writing and content editing, Proficiency with knowledge management platforms (e.g., Intercom, Confluence, or similar), Analytical skills to interpret ticket data and AI performance metrics, Ability to manage multiple concurrent projects without close supervision
Nice to Have
Certification in technical writing, information architecture, or content strategy, Experience managing a knowledge base in an AI-first support environment, Prior work with Intercom, Fin AI, or comparable LLM-powered support agents, Experience partnering with Product on NPI documentation readiness, Familiarity with structured authoring frameworks (DITA or similar), Understanding of SIP, porting, or voice/messaging support domains, Experience with reporting or BI tools for trend analysis, Ability to write light SQL or use data tools to surface content performance signals
What You'll Do.
Own full lifecycle of internal troubleshooting guides and
Manage structured contribution workflow
Build and maintain external Help Center
Write articles for customer experience and AI consumption
Maintain coverage across product verticals
Mine Intercom ticket data and AI failure logs
Identify knowledge gaps
Prioritize remediation based on ticket volume
Define and enforce AI-readiness standard for knowledge assets
Co-own content-driven performance metrics with AI Support Manager
Design and maintain knowledge taxonomy
Ensure content is consistently organized and retrievable
Partner with support execution teams
Surface missing internal knowledge in Copilot's knowledge base
Translate frontline needs into structured content
Govern content quality and consistency
Set and maintain standards for accuracy
Lead NPI knowledge readiness
Ensure 100% of new product launches include structured
Operate within SIG's monthly optimization loop
Contribute knowledge gap analysis and content performance data
Deliver regular reporting on knowledge health metrics
Pilot new content formats
Bring evaluated recommendations to SIG roadmap
Participate in escalation review when knowledge gaps are
How You'll Work.
Team & Collaboration
Support teams; Product teams; SIG team; Cross-functional stakeholders
Communication Scope
Technical writing; Content editing
Full Job Description
Who We Are: Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders! At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband What We Are Looking For: The AI Knowledge Manager 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. Sitting within the Support Intelligence Group (SIG), this role operates at the intersection of content strategy and AI performance. The Knowledge Manager ensures that knowledge assets are not only accurate and current, but structured for AI-readiness — enabling Bandwidth's AI support agent to resolve more issues without human intervention. Every piece of content this role produces and manages directly influences deflection rates, agent confidence, and customer experience at scale. This is an independent contributor role reporting directly to the Sr. Manager, Support Intelligence, and operating as a peer to the AI Support Manager. The two roles are tightly coupled: when the AI support agent underperforms due to a content gap, this role closes it. Success here means the first time Bandwidth answers a question is the last time it has to. What You'll Do: Own the full lifecycle of internal
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