Knowledge Manager – Product Support

Merkle Schweiz; Maryland; Remote; USD 94,000 - 153,000; Full time

Job summary

Merkle Schweiz is seeking a Knowledge Manager to enhance the content for dentsu.Connect, ensuring high-quality documentation for internal and client-facing use. This strategic role requires extensive technical writing experience in ad tech or marketing tech, where the successful candidate will cultivate accurate and engaging product communications in a globally collaborative environment.

Benefits

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

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 UX writing.
• Comfortable with content management platforms and documenting workflows.

Responsibilities

• Write, edit, and maintain high-quality support documentation.
• Translate complex technical concepts into clear user-friendly content.
• Establish and uphold standards for content quality and consistency.

Skills

Technical writing

Content strategy

User experience (UX) writing

Customer support ecosystems

Content management

HTML

Markdown

SQL

Education

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

Tools

Zendesk

JIRA

Confluence

Campaign Monitor

Job description

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.

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 .

Beware of Job Scams

We are aware of several scams targeting job seekers and candidates. Please be vigilant. All communication throughout the recruitment process will be from an official member of the dentsu recruitment team, using corporate email addresses (e.g., @dentsu.com or @merkle.com). We will never ask you to send money or vouchers to secure employment. If you suspect you have been a victim of a scam, please report the incident to your bank, local police, or fraud protection authority immediately. Additionally, you can report the scam to us at [e-mail] so we can take appropriate action to request the website is taken down. Please note that Merkle and dentsu are not responsible for any losses incurred as a result of these scams. We advise all individuals to exercise caution and verify the authenticity of any job offers or communications received.