Knowledge Manager – Product Support

dentsu; Toronto; Remote; CAD 94,000 - 153,000; Full time

Job summary

A leading company in advertising services is seeking a Knowledge Manager to optimize internal and client-facing product support content. The role involves content creation and governance, requiring strong technical writing skills in a fast-paced environment. Candidates should be detail-oriented and experienced in ad tech or marketing technology fields.

Benefits

Medical, vision, and dental insurance

401k

Flexible paid time off

At least 15 paid holidays per year

Paid parental leave

Qualifications

• 3-5+ years of experience in technical writing in ad tech, martech, or SaaS environments.
• Strong understanding of content strategy and customer support ecosystems.
• Experience working with global teams and localization workflows.

Responsibilities

• Write, edit, and maintain high-quality support documentation including how-to articles.
• Conduct regular audits to ensure content remains current and accurate.
• Manage content categorization, tagging, and metadata.

Skills

Content strategy

Technical writing

UX writing

Education

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

Tools

Content management platforms

Documentation tools

HTML

Markdown

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:

Content creation & editorial excellence

• 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 [e-mail] 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

• Industries

  Advertising Services

Referrals increase your chances of interviewing at dentsu by 2x

Sign in to set job alerts for “Knowledge Manager” roles.

Toronto, Ontario, Canada CA$70,000.00-CA$100,000.00 1 month ago

Identity Access Management Consultant 0231-2714

Identity Access Management Consultant 0304-0512

Manager, Field Learning and Development Canada

Greater Toronto Area, Canada CA$70,000.00-CA$80,000.00 1 month ago

Toronto, Ontario, Canada CA$60,000.00-CA$70,000.00 3 weeks ago

Digital Marketing Strategist (Start-Ups) - Remote Canada

Senior Digital Marketing Strategist (Start-Ups) - Remote Canada

Senior Performance Marketing Manager, Google

Senior Performance Marketing Manager, Google

Senior Mechanical Designer - Fire Protection

Privacy Impact Assessment PIA Specialist 0331-0615

Privacy Impact Assessment (PIA) 0248-2914

Privacy Impact Assessment Specialist 0309-1212

Identity Access Management Consulta 0305-0515

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.