This is a remote position. Designation:- Knowledge Manager Location: Bangalore/Mysore/Remote Job Type: Full-time Department: Solution Delivery About the Role We are looking for an experienced Knowledge Manager with strong technical writing skills to create and manage our product knowledge base, FAQs, and AI-driven support content. This role will directly contribute to the success of our AI agentic L1 support systems, enabling up to 60% case resolution through automation and self-service. The ideal candidate will combine the structured communication skills of a technical writer with the strategic mindset of a knowledge leader. Key Responsibilities 1. Knowledge Base & Documentation: Create, structure, and maintain product documentation, FAQs, and process guides in a clear, concise, and user-friendly manner. 2. Technical Writing Excellence: Translate complex technical concepts into simple, customer-friendly explanations, ensuring accessibility for both technical and non-technical users. 3. AI Agent Enablement: Fine-tune AI-driven responses and optimize Freshworks AI (Freddy AI) capabilities to improve automated L1 resolution rates. 4. Content Governance: Define content standards, editorial style guides, and workflows to ensure accuracy, consistency, and version control. 5. Customer Query Analysis: Analyze recurring support queries, identify content gaps, and refine knowledge assets for better case deflection. 6. Collaboration: Work closely with product managers, engineers, and customer support teams to ensure documentation reflects the latest updates. 7. Performance Tracking: Monitor knowledge base usage, AI agent success metrics, and customer self-service adoption. Requirements Required Qualifications •  5–7 years of experience in knowledge management, technical writing, or product support • documentation. •  Proven ability to write, edit, and organize technical content for diverse audiences. •  Strong working knowledge of Freshworks AI (Freddy AI, bots, automation) or similar AI-driven CX • platforms. •  Familiarity with information architecture, content structuring, and taxonomy design. •  Analytical ability to derive insights from customer queries and translate them into clear, actionable • documentation. •  Excellent written and verbal communication with meticulous attention to detail. Preferred Qualifications •  Experience in technical writing tools (Confluence, Notion, or similar). •  Exposure to agentic AI workflows and conversational AI content optimization. •  Familiarity with multilingual documentation and global content delivery. •  Background in SaaS, product-based, or technology-driven organizations.