Technical Content Manager

Okta; Washington (District of Columbia); Presencial; USD 110.000 - 176.000; Jornada completa

Descripción de la vacante

Okta is seeking a seasoned Technical Content Manager to own the lifecycle of knowledge assets. You will ensure KBAs, videos, and support content are technically accurate, readable, and optimized for self-service channels, leveraging Okta’s AI platform to innovate content delivery and reduce case volume.

You will build productivity tools, validate AI-generated responses, and collaborate with SMEs, PMs, and engineers to keep content current with product features and roadmaps.

Formación

• Minimum of 3+ years of hands-on experience as a Technical Support Engineer or equivalent role with deep subject matter knowledge in product areas.
• Experience using company AI tools or similar enterprise AI platforms to build productivity tools or automate tasks.
• Proven experience drafting, editing, or critically reviewing technical documentation or support content (KBAs).
• Ability to interpret support metrics, top case drivers, and usage data to drive content decisions.
• Exceptional written and verbal communication skills with the ability to translate complex information into clear, precise content.

Responsabilidades

• Technical Content Management & Data-Driven Optimization: manage and optimize knowledge content for accuracy and usefulness.
• Content Creation & Maintenance: create, edit, and publish high-quality technical content related to product issues and features.
• Case Deflection Analysis: analyze data to identify self-service opportunities and reduce high-volume cases.
• Accuracy Verification & Auditing: perform rigorous audits to ensure 100% accuracy and alignment with features.
• Content Optimization & AI Structuring: structure content for clarity and LLM visibility.
• AI Prompt & Citation Optimization: review prompts and improve KBAs to boost AI citations.
• AI Tooling & Knowledge Automation: design and deploy AI-powered KM tools and supporting docs.
• AI Agent Ideation: identify opportunities for AI Agents to assist with knowledge tasks.
• AI Quality Validation: review AI tool outputs and craft improved answers for training.
• Expertise Maintenance & Cross-Functional Review: collaborate with SMEs, PMs, and Eng to validate details.
• Product Expertise: stay current on features and roadmaps and share best practices.
• Best Practice Sharing: disseminate insights across teams to improve content.

Conocimientos

Communication

Data literacy

Content creation/editing

Technical writing

AI tooling experience

Descripción del empleo

Secure Every Identity, from AI to Human

**Identity is the key to unlocking the potential of AI. the company 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 technically accurate, easily readable, and optimized for maximum effectiveness across all self‑service channels.

Additionally, this position heavily leverages the company’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 the company’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

• 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.

• AI Tooling & Knowledge Automation

• AI Tool Development: Design, build, test, and deploy applications or tools that support Knowledge Management (KM) best practices using the company'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.

• 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 the company product areas. Subject‑matter expertise in the company Administration product areas and an the company Certified Administrator certification are preferred.

• AI & Tooling Proficiency: Experience in using the company'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.

• the company 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 USD

Below 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, the company 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.the company.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