Knowledge Engineer

About the Role 

Knowledge Engineers convert subject matter expertise into structured, AI-optimized knowledge that powers agent and self-service support. They work closely with SMEs, support operations, and the AI team to transform raw knowledge into decision trees, structured articles, and retrieval-ready content. This is a technically oriented writing and content-modeling role ideal for someone who thinks in logic flows and systems, not just prose. 

What You Will Do 

• Conduct knowledge elicitation sessions with SMEs to extract and document tacit support knowledge 
• Convert complex support processes and product knowledge into structured articles, decision trees, and step-by-step guides 
• Apply taxonomy, metadata, and tagging standards defined by the Knowledge Engineering Lead 
• Optimize existing content for AI retrieval restructure, reformat, and annotate articles to improve AI accuracy 
• Build and maintain decision trees and guided workflows used by AI agents during customer interactions 
• Collaborate with AI Engineers to test how content is retrieved and adjust structure when AI fails to find the right answer 
• Identify knowledge gaps by analyzing ticket trends, escalation patterns, and AI failure logs 
• Maintain content quality and consistency standards across all assigned product domains 

What We Are Looking For 

Required Experience & Qualifications 

• 3+ years of experience in technical writing, knowledge base management, instructional design, or structured content roles 
• Experience creating decision trees, troubleshooting guides, or process documentation in a support or operations context 
• Familiarity with AI or chatbot content understanding that content must be written for machines, not just humans 
• Experience with knowledge management platforms (Salesforce Knowledge, Zendesk Guide, Confluence, etc.) 
• Background in SaaS, technology, or global enterprise support environments preferred 

Skills & Competencies 

• Structured writing: ability to convert complex, unstructured knowledge into clear, logical, machine-readable formats 
• Logical thinking: designing content as decision flows, not just narratives 
• Content modeling: applying taxonomy, metadata, and tagging to organize large content libraries 
• Attention to detail: ensuring accuracy, completeness, and consistency at scale 
• Collaboration: working effectively with SMEs, AI engineers, and Knowledge Operations 
• Analytical: using data (search logs, AI failures, ticket trends) to prioritize content work 

Core Attributes 

• Structured and methodical approaches content as an engineering problem, not a writing exercise 
• Curious about AI and motivated to understand how their work impacts AI performance 
• High quality standards with no tolerance for ambiguous or incomplete knowledge 
• Resilient and productive in a fast-paced environment with evolving priorities 
• Collaborative team player who actively shares knowledge and learns from others

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus, additional benefits

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!  

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.  

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

Amazing growth requires amazing employees. Are you up to the challenge?   

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!