Knowledge Manager – Product Support

dentsu; Toronto; On-site; CAD 94,000 - 153,000; Full time

Job summary

dentsu seeks a detail-oriented Knowledge Manager to oversee product support content creation and governance. This role is essential for ensuring that documentation is clear, accurate, and user-friendly. The ideal candidate should have significant technical writing experience. This is a promising opportunity to work collaboratively in a global context, enhancing documentation quality and user engagement.

Benefits

Medical, vision, and dental insurance

Short-term and long-term disability insurance

401k

Flexible paid time off

At least 15 paid holidays per year

Paid sick and safe leave

Paid parental leave

Qualifications

• 3–5+ years of experience in technical writing in ad tech, martech, or SaaS environments.
• Strong understanding of content strategy, UX writing, and customer support ecosystems.

Responsibilities

• Write, edit, and maintain high-quality support documentation, including how-to articles and FAQs.
• Translate complex technical concepts into clear, user-friendly content for varied audiences.
• Conduct regular audits to ensure content accuracy and alignment with product evolution.

Skills

Technical writing

Content strategy

User experience (UX) writing

Education

Bachelor's degree in marketing, advertising, communications, or related field

Tools

Content management systems (CMS)

Documentation tools

Email marketing platforms

Analytics dashboards

Job description

Join to apply for the Knowledge Manager – Product Support role at dentsu

Join to apply for the Knowledge Manager – Product Support role at dentsu

Job Description : About the role :

We’re looking for a detail-oriented and strategic Knowledge Manager to lead the creation, governance, organization, and optimization of internal and client-facing product support content for dentsu.Connect. This role is pivotal in ensuring our Help Center content and product communications are accurate, consistent, and aligned with our brand voice. The ideal candidate has experience as a technical writer for ad tech or marketing tech platforms and thrives in a global, cross-functional environment.

Key responsibilities :

• You'll write, edit, and maintain high-quality support documentation, including how-to articles, frequently asked questions, release notes, technical announcements, and internal playbooks.
• You will translate complex technical concepts into clear, user-friendly content for both technical and non-technical audiences.
• You'll collaborate with product managers, engineers, and marketing teams to ensure accurate communication of product features and updates.

Content governance & quality standards

• You will establish and uphold standards for content quality, consistency, and completeness across all support materials.
• You'll ensure a cohesive brand voice and visual identity across all product-related content.
• You'll conduct regular audits to ensure content remains current, accurate, and aligned with product evolution.
• You will maintain editorial calendars and documentation workflows to support product release cycles.

Content management & optimization

• Manage content categorization, tagging, and metadata to improve discoverability and usability.
• Leverage content management systems (CMS) and documentation tools to streamline publishing and version control.
• Monitor content performance and user feedback to drive continuous improvement.

Qualifications :

• A bachelor's degree is required in marketing, advertising, communications, or a related field.
• 3–5+ years of experience in technical writing in ad tech, martech, or SaaS environments.
• Strong understanding of content strategy, UX writing, and customer support ecosystems.
• Proficiency with content management platforms, documentation tools, email marketing platforms, and analytics dashboards.
• Comfortable with HTML, Markdown, SQL, and formatting code for developer documentation.

Nice to Have :

• Familiarity with tools like Zendesk, JIRA, Confluence, and Campaign Monitor.
• 1+ years of experience with the Agile methodology for software development.
• Experience working with global teams and localization workflows.

You will be reporting to VP Product Support and Operations. This is a remote opportunity.

The annual salary range for this position is $94,000 - $152,375. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.

Benefits available with this position include :

• Medical, vision, and dental insurance,
• Life insurance,
• Short-term and long-term disability insurance,
• 401k,
• Flexible paid time off,
• At least 15 paid holidays per year,
• Paid sick and safe leave, and
• Paid parental leave.

Dentsu also complies with applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies. For further details regarding Dentsu benefits, please visit www.dentsubenefitsplus.com.

Location :

USA - Remote - Maryland

Brand : Merkle

Time Type : Full time

Contract Type : Permanent

Dentsu is committed to providing equal employment opportunities to all applicants and employees. We do this without regard to race, color, national origin, sex , sexual orientation, gender identity, age, pregnancy, childbirth or related medical conditions, ancestry, physical or mental disability, marital status, political affiliation, religious practices and observances, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law.

Dentsu is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with us, please send an e-mail [emailprotected] clicking on the link to let usknow the nature of your accommodation request and your contact information. We are here to support you.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Advertising Services

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