Senior Software Engineer

We are seeking a Senior Engineer to lead the technical strategy and operations of our Knowledge Management (KM) ecosystem. This role is responsible for managing our knowledge platform (KC), driving integration with internal systems, and supporting our AI-powered summarization portal (AskKC). The ideal candidate is a strong technical leader who can operate across platform architecture, cloud infrastructure, and cross-functional collaboration.

This is a hybrid role requiring two days a week in the office in Plano, TX, Boston, MA, Portsmouth, NH, Indianapolis, IN or Columbus, OH. 

You will be the technical point of contact for knowledge management systems, supporting decisions, driving modernization initiatives (including our golden copy/S3 source-of-truth strategy), and ensuring operational excellence across incidents, access management, and integrations.

Hiring Manager: Deepa Menon

Key Responsibilities

 Platform & Architecture

- Support the end-to-end technical architecture of the Knowledge Management platform ecosystem (KC and AskKC)

- Lead the design and implementation of the "golden copy" strategy to establish a single source of truth for our knowledge articles that can be used for knowledge integrations, Amazon S3 as the single source of truth, including migration away from Snowflake for AskKC

- Define and drive the technical roadmap for platform modernization and scalability

 Integration & APIs

- Design and manage API integrations that deliver contextual knowledge to internal systems

- Ensure reliable, secure, and well-documented integration patterns across platforms

- Partner with internal engineering teams to enable seamless knowledge delivery

 AI/ML Collaboration

- Serve as the technical bridge between the Knowledge Management team and the Data Science team on AskKC (AI-powered article search summarization)

- Maintain a working understanding of RAG, document chunking, embeddings, and summarization pipelines to support and unblock the data science team

- You are not expected to build ML models, but you must understand the architecture end-to-end.

 Access Management

- Design and implement a strategy to automate access management for KC and AskKC (currently manual)

- Work with identity and security teams to establish role-based access control (RBAC) and governance

 Incident Management

- Lead resolution of technical incidents across internal teams

- Conduct root cause analysis and implement preventive measures

- Communicate effectively with both technical and business stakeholders during incidents

 What Success Looks Like in This Role

First 90 days: ** Understand the full KC/AskKC ecosystem, build relationships with data science teams, assess current access management gaps

6 months: ** Deliver a roadmap for S3 golden copy implementation, initiate access management automation, and establish yourself as the go-to technical leader for KM

12 months: ** S3 source-of-truth strategy in execution, Snowflake dependency reduced/eliminated, automated access management in place, measurable improvement in incident resolution times

 Skills Summary

| Cloud & Data | AWS (S3, IAM, Lambda), Snowflake (migration context), data governance |

| Integration | REST APIs, API Gateway, middleware, contextual knowledge delivery |

| Platform | Knowledge management platforms, portal architecture |

| AI/ML (Working Knowledge) | RAG, chunking, embeddings, LLM summarization |

| Security & Access | IAM, RBAC, SSO, OAuth/SAML, access automation |

| Operations | Incident management, RCA, ITIL |

Preferred Qualifications

 - 5+ years of experience in software/platform engineering, with at least 3 years in a senior role

- Familiarity with Snowflake (in the context of migration/replacement)

- Working knowledge of AI/ML concepts — particularly RAG, document chunking, vector stores, and LLM-based summarization

- Experience with Infrastructure as Code (Terraform, CloudFormation)

- Familiarity with CI/CD pipelines (Jenkins, GitHub Actions)

- Python or similar scripting for automation

- Knowledge of KCS (Knowledge-Centered Service) methodology