Knowledge Engineer – Customer Service, Support

Epikur Software GmbH & Co. KG

. Own knowledge management for Customer Service and make knowledge structured, verified, and usable .

Posted 10/30/2026full-timeBerlin • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in knowledge management for Customer Service, focusing on structuring and verifying content for AI applications. Proficient in technical support processes and capable of analyzing data to enhance knowledge bases and improve response quality.

Highest-signal resume keywords

Technical Support ExperienceKnowledge Base ManagementLLM-Based Systems UnderstandingData Handling with SQL or ExcelGerman Language Proficiency (C2)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementKnowledge ManagementAI Response EvaluationContent Creation for Non-Technical AudiencesTicketing SystemsSLA ManagementCollaboration Across Support LevelsData AnalysisSQLExcel

Soft Skills

Self-MotivationPersistenceHigh Quality Standards

Tools & Technologies

BI ToolsTicketing SystemsTelephony Systems

Industry Keywords

SaaSCustomer EducationKnowledge-Centered Service (KCS)ERP SystemsTelematics InfrastructureData ProtectionMedical Devices

Tech Stack

Tools & technologies

ERPSQL

About the role

Key responsibilities & impact

Own knowledge management for Customer Service and make knowledge structured, verified, and usable
Gather knowledge from tickets, phone calls, discussions with subject-matter colleagues, and existing documentation, and prepare it for reliable AI responses
Own the subject-matter review, approval, versioning, and expiration dates within the knowledge approval process
Reuse content as Help Center FAQ articles, explanatory video scripts, and knowledge entries for AI, and keep it up to date after releases
Analyze AI errors and knowledge gaps, and review ticket and telephony data for recurring patterns
Spot-check AI responses, categorize errors, and initiate corrections with system owners
Regularly report to department leadership and senior management on resolution rate, coverage, quality, and trending topics
Contribute to technical support (1st and 2nd level) and application consulting
Capture new knowledge early by participating in product and release meetings

Requirements

What you’ll need

At least three years of experience in technical support at a software or SaaS company, including hands-on case management
Experience in established support organizations, including tier and escalation models, SLAs, ticketing systems, and collaboration across 1st-, 2nd-, and 3rd-level support
Experience building and maintaining knowledge bases, ideally for AI or chatbot systems
Practical experience with LLM-based systems, including prompting, a basic understanding of RAG, and evaluating response quality
Confident handling of data, for example with SQL, Excel, or BI tools
German at C2 level, both written and spoken
Enjoy turning complex software that requires explanation into content that non-technical people can understand
Self-motivation, persistence, and high quality standards
Helpful but not required: experience with Customer Education or Self-Service, including related metrics; Knowledge-Centered Service (KCS); ERP systems such as NetSuite; telephony systems such as Aircall; the German healthcare system; statutory health insurance (GKV) billing; telematics infrastructure; or regulated environments such as data protection or medical devices

Benefits

Comp & perks

30 days of paid vacation
40-hour workweek with digital time tracking
Hybrid work: Tuesday through Thursday in the office in Berlin-Charlottenburg; Monday and Friday working remotely
Company Day once a week, including a shared team lunch
Deutschlandticket public transportation pass
Company pension plan
Corporate Benefits: discounts at many brands
Visible impact: resolution rates and Self-Service usage show you directly how your work makes a difference