Knowledge Content and Operations Engineer

Overview

The Knowledge Content and Operations Engineer is responsible for developing scalable methods and standards for product knowledge content curation and processes for the benefit of Customer Support agents, customers, and AI agents. This role requires an understanding of knowledge management best practices, experience in technology software, and coaching skills. The ideal candidate will have a good background in RealPage product portfolio (or similar), is detailed oriented, has excellent communication skills, and an operator mindset. This is an important role within the Transformation & Business Management team working collaboratively with various Support teams to ensure the efficient use and understanding of knowledge.

Responsible for scaling the knowledge practice and agent effectiveness through innovating tools and AI, managing a high-quality knowledge base, and developing key metrics and KPIs to manage outcomes and actions. By collaborating with key Operations team members and reporting and insights, this individual is a hands-on coach with the ability to impact Tier 1 resolution rate, case deflection, usage and ease of search, and customer satisfaction.

Responsibilities

Knowledge Methods and Standards

• Monitors usage, editorial quality, and impact of knowledge articles through effective reporting and insights
• Proactively reviews cases with Support agents to determine effectiveness of knowledge and identify opportunities to improve support outcomes, self-service adoption, and AI-assisted resolution.
• Facilitates the creation and execution of best practices and action/corrective plans
• Serves as a knowledge expert in high-volume or complex products
• Identifies issues and patterns, explores and recommends solutions using data-driven insights
• Builds relationships with key stakeholders in Product Management, Training, Tier 1 Operations, BEST
• Provides training and support on use of knowledge base and tools

Knowledge Base and Content Curation

• Creates and maintains knowledge base for one or more products for customers, human and AI-powered support experiences.
• Helps create or uses best practices for creation, dissemination, and engagement including governance, discoverability, and AI readiness of knowledge content.
• Acts as an SME and thought partner to Customer Support
• Leads initiatives to improve knowledge quality, search effectiveness, content usability, and AI readiness through data-driven recommendations.
• Works autonomously but with guidance from immediate management and peers for complex issues

Qualifications

QUALIFICATIONS

Required:

• Bachelor's degree in Information Management, Library Science, Business Administration, or a related field.
• 5+ years of experience in knowledge management, data and insights, Customer Support Operations or a related field.
• Proven experience in developing and implementing knowledge management strategies and stays up to date on latest trends.

Preferred Qualifications:

• RealPage product certifications.
• Experience in multifamily housing/property management industry.

Work Environment

• Fast-paced, customer-focused support environment.
• Hybrid work setup
• Occasional overtime or on-call support during critical periods.

KNOWLEDGE/SKILLS/ABILITIES

Technical Skills:

Required:

• Proficiency in RealPage, other multi-family, or similar SaaS software solutions.
• Familiarity with support tools (e.g., Salesforce, AI related).
• Advanced knowledge of Microsoft PowerPoint, Word and Excel.
• Basic programming
  • Python, Java, or JavaScript for scripting tests
• Data validation
  • SQL basics for verifying backend data

Preferred:

• API testing
  • Validating backend services (e.g., Postman)
• CI/CD awareness
  • Integrating tests into pipelines for faster releases
• Test automation frameworks
  • Selenium, Cypress, Playwright (common industry tools)

Soft Skills:

Required:

• Ability to put the customer at the center of all decisions
• Excellent communication, interpersonal, and problem-solving skills.
• Analytical, data-driven mindset
• Operator, executor
• Strong organizational & time-management skills with the ability
• Ability to collaborate effectively with team members