About the Job

Red Hat is seeking a highly skilled Knowledge Domain Expert (KDE) to lead the development, management, and optimization of knowledge-centric systems and processes within our organization. The KDE will leverage their Consortium for Service Innovation KCSv6 certification expertise and advanced AI skill sets to drive knowledge-sharing initiatives, enhance customer and employee experiences, and evolve the role to meet future demands of intelligent automation and AI-driven knowledge management. This role requires a strategic thinker with a blend of technical proficiency, process expertise, and a forward-looking approach to integrating AI technologies.  In this role, you will have the opportunity to showcase your leadership skills, drive impactful solutions to complex challenges, and contribute meaningfully to Red Hat’s success while gaining broad visibility across the organization.

What You Will Do

Lead KCS Program Preservation & Enhancement: Oversee the Knowledge-Centered Service (KCS) program knowledgebase to ensure content quality, process integrity, and strategic alignment towards optimizing its value and discoverability.

Integrate AI & Automation: Drive the adoption of AI, chatbots, and predictive analytics to innovate knowledge discovery and enhance self-service capabilities.

Optimize with Performance Analytics: Analyze key metrics on content reuse and self-service success to measure program effectiveness and guide data-driven improvements.

Foster Cross-Functional Alignment: Partner with key departments like Global Support, Product Engineering, and Business Operations to embed a knowledge-sharing culture and align initiatives with business goals.

Coach & Enable Teams: Mentor and train teams on KCS principles and AI-augmented tools to drive adoption and empower users across the organization.

What You Will Bring

Experience in a Support Role with product expertise, including at least 2 years experience demonstrating KCSv6 methodologies.

AI & Tech Proficiency: You possess a strong understanding of AI technologies and are proficient with knowledge management platforms (like Salesforce) and AI integration tools (APIs, chatbots).

Data & Analytics Acumen: You are skilled in using data analytics and visualization tools to measure program performance and drive data-informed strategic decisions.

Leadership & Influence: You have exceptional communication and coaching skills with a proven ability to lead cross-functional teams and champion a collaborative, knowledge-sharing culture.

Strategic Project Management: You bring a strategic mindset and strong project management abilities, capable of handling multiple initiatives and aligning knowledge strategy with overarching business goals.

 

The following are considered a plus:

Consortium for Service Innovation KCSv6 Practices or Trainer certification

AI experience or certification in a role that combined knowledge management with AI or automation initiatives

The salary range for this position is $84,400.00 - $134,970.00. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.