Product Knowledge Specialist

dcbel Inc•Montreal, QC

3d•Hybrid

About The Position

dcbel Inc. designs and sells residential products to make clean, efficient, and sustainable energy accessible to all. The company is at the leading edge of the residential energy revolution, enabling decentralized energy consumption and production through its vertically integrated suite of energy hardware and software products. Their flagship product, dcbel Ara, is a Home Energy Station that allows users to own their energy supply by using solar power to charge their EV and power their home, unlocking their EV’s battery for blackout protection, backup power (V2H) and grid services (V2G), and optimizing energy flow. The Product Knowledge Specialist role is crucial for ensuring customers, partners, and support teams understand dcbel products. This role focuses on transforming product definitions into clear understanding by establishing principles, standards, and knowledge frameworks for how product information is structured, presented, and maintained across all audiences and channels. It is not a traditional documentation role; success relies on defining guardrails, information architecture, terminology, and knowledge standards to ensure every interaction reinforces product intent, customer trust, and the dcbel product thesis, potentially utilizing AI for content creation.

Requirements

5+ years building clarity from complexity in knowledge management, information architecture, product documentation, content strategy, product operations, or related disciplines.
Proven ability to design scalable knowledge systems, including information architecture, taxonomy, governance models, and content frameworks that remain effective as products evolve.
Strong judgment in defining standards and guardrails, balancing customer needs, business goals, technical accuracy, and consistency across audiences and channels.
Systems-thinking mindset with high accountability, capable of identifying gaps, reducing ambiguity, leading AI-assisted content creation, and maintaining a trusted source of product knowledge over time.
Strong entrepreneurial mindset seeing opportunities where others see obstacles and taking smart initiative to move ideas forward.
Results-oriented, turning goals into clear plans and measurable outcomes.
Strong EQ: you listen deeply, communicate with clarity, build trust across diverse teams, and navigate change with empathy and resilience.
Ability to translate end-user applications into clear scenarios, requirements, and release scope.

Responsibilities

Shape understanding. Build trust. Define the knowledge experience.
Transform Release Scope, Scenarios, Requirements, customer profiles, and product principles into a knowledge system that helps customers understand outcomes without requiring them to manage the system themselves.
Ensure product knowledge is not scattered across documents, tickets, support responses, or tribal knowledge, but instead becomes structured, governed, and reusable across customer guidance, installation materials, FAQs, and support experiences.
Uncover information, challenge assumptions, identify gaps, and continuously improve how product knowledge supports customer understanding and trust through curiosity, investigation, and critical thinking.
Define how product knowledge supports customer trust, determining what customers need to understand, what can remain invisible, and how information should reinforce confidence in an autonomous energy system.
Own the product knowledge system, establishing the structure, standards, terminology, and governance that keep product knowledge accurate, consistent, discoverable, and easy to maintain.
Transform product definitions into customer understanding, converting product thesis, Release Scope, Scenarios, Requirements, and customer profiles into guidance that helps customers understand outcomes without needing to manage the system themselves.
Establish the guardrails for AI-assisted knowledge creation, defining the principles, tone, standards, and quality expectations that enable AI to accelerate content creation while preserving accuracy, consistency, and customer trust.