Technical Content Manager

Okta Inc.; Chicago, New York, San Francisco, Washington (IL, NY, CA, District of Columbia); Presencial; USD 114.000 - 157.000; Jornada completa

Descripción de la vacante

Okta Inc. is seeking a seasoned Technical Content Manager to own the lifecycle of technical knowledge assets. You will ensure accuracy, readability, and AI-readiness of KBAs, videos, and support content, leveraging Okta's AI platform to drive productivity and reduce case volume.

You will collaborate with SMEs, Product, and Engineering to validate details, build tooling, and validate AI responses, ensuring high-quality self-service resources across channels.

Formación

• 3+ years of hands-on experience as a Technical Support Engineer or equivalent role.
• Subject-matter expertise in Okta Administration product areas; Okta Certified Administrator preferred.
• Experience drafting, editing, or critically reviewing technical documentation or support content (KBAs).
• Ability to interpret support metrics, top case drivers, and content usage data to drive decisions.
• Experience building tools using enterprise AI platforms to automate tasks.
• Strong written and verbal communication to translate complex tech details clearly.

Responsabilidades

• Create, edit, and publish high-quality technical content (KBAs, video scripts, verified community responses) related to complex product issues and features.
• Analyze data on top case drivers to identify knowledge gaps and reduce self-service cases.
• Audit existing content for 100% accuracy and alignment with product features.
• Structure content for clarity, searchability, and AI-readiness for LLMs and AI systems.
• Review AI prompts and validate AI-generated responses to improve citation share and accuracy.

Conocimientos

Technical Content Management

Okta Administration

AI Tooling & Automation

Data Analysis

Technical Writing

Cross-functional Collaboration

Herramientas

Okta AI Tools

Descripción del empleo

# Technical Content ManagerChicago, Illinois; New York, New York; San Francisco, California; Washington, DC**Secure Every Identity, from AI to Human**Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.## Technical Content Manager**About the Role**We are seeking a seasoned Technical Engineer to serve in a specialized role focused on the quality, integrity, and AI readiness of our technical content. The Technical Content Manager is the definitive expert responsible for managing the complete lifecycle of knowledge assets within their domain. This hands-on role ensures all content—such as KBAs, videos, and other support content is **technically accurate, easily readable, and optimized** for maximum effectiveness across all self-service channels.Additionally, this position heavily leverages Okta’s AI platform to innovate how we deliver support. You will build productivity tools, identify opportunities for AI Agents, and validate AI-generated responses (such as those from Okta’s web chat agents) to continuously improve our knowledge delivery, enhance self-service, and drive down case volume. This position requires a commitment to data-driven content decisions, technical tool-building, and a collaborative approach to content validation, ensuring our support content remains a world-class resource.**Key Responsibilities**1. **Technical Content Management & Data-Driven Optimization*** **Content Creation & Maintenance:** Actively create, edit, and publish high-quality technical content (e.g., Knowledge Base Articles, video scripts, verified community responses) related to complex product issues and features in their area of expertise.* **Case Deflection Analysis:** Analyze data on top case drivers and identify opportunities for knowledge base articles to assist with customer self-service and reduce cases in these high-volume areas.* **Accuracy Verification & Auditing:** Conduct rigorous technical audits of existing support content to ensure 100% accuracy, alignment with product features, and adherence to content standards.* **Content Optimization & AI Structuring:** Structure and refine content for clarity, search, and LLM visibility. Ensure content is well-formed for efficient consumption by Large Language Models (LLMs) and other AI systems.* **AI Prompt & Citation Optimization:** Review AI prompts and validate responses, aggressively improving knowledge base articles as needed to increase AI citation share and accuracy.1. **AI Tooling & Knowledge Automation*** **AI Tool Development:** Design, build, test, and deploy applications or tools that support Knowledge Management (KM) best practices using Okta's AI platform to assist with productivity, repetitive tasks, or analysis. Create all supporting documentation for these tools.* **AI Agent Ideation:** Proactively identify opportunities for AI Agents that can assist with or automate knowledge tasks.* **AI Quality Validation:** Review questions and answers from AI tools, such as our web chat agents. Rate and validate the outputs, providing improved, expertly crafted answers when appropriate to train and enhance the system.1. **Expertise Maintenance & Cross-Functional Review*** **SME Collaboration & Vetting:** Serve as the content expert and collaborator, working closely with other Subject Matter Experts (SMEs), Product Managers, and Engineering teams to validate technical details and fill nuanced knowledge gaps.* **Product Expertise:** Proactively engage in product training and documentation review to maintain deep, current knowledge of new features, product roadmaps, and emerging best practices.* **Best Practice Sharing:** Collaborate across the Global Customer Support and broader Customer First organization to share insights on common content deficiencies and best practices for creating robust, usable knowledge.**Required Qualifications*** **Technical Experience:** Minimum of 3+ years of hands-on experience as a Technical Support Engineer or equivalent role, demonstrating deep subject matter expertise in one or more Okta product areas. Subject-matter expertise in Okta Administration product areas and an Okta Certified Administrator certification are preferred.* **AI & Tooling Proficiency:** Experience in using Okta's AI Tools (or similar enterprise AI platforms) to build tools that assist with productivity, automate repetitive tasks, or facilitate data analysis.* **Content Focus:** Proven experience in drafting, editing, or critically reviewing technical documentation or support content (KBAs).* **Data Literacy:** Ability to interpret support metrics, top case drivers, and content usage data to make content decisions and identify areas for improvement.* **Communication:** Exceptional written and verbal communication skills, with an ability to translate complex technical information into clear, easy-to-read, and precise content.* **Okta** technical support experience would be highly preferred**Why This Role Matters**This position is vital for turning expert-level technical knowledge into a scalable, high-quality asset. You are directly responsible for the reliability of our self-service offerings and the foundational data that powers our future AI support strategy, which significantly impacts both customer success and internal operational efficiency.The OTE range for this position for candidates located in the San Francisco Bay area is between:$128,000—$176,000 USDBelow is the annual On Target Compensation (OTE) range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us. The annual OTE range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York, and Washington is between:$114,000—$157,300 USD**The Okta Experience*** Supporting Your Well-Being* Driving Social Impact* Developing Talent and Fostering Connection + CommunityWe are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one. Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation. Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.