Technical Content Strategist

WebHosting; Cape Town; On-site; ZAR 540,000 - 900,000; Full time

Benefits offered by this job

Health and wellness support

Gym reimbursements

Mental well-being resources

Job summary

DigiCert is seeking a Technical Content Strategist to translate complex information into clear guidance for Validation and Technical Support teams. You will shape how knowledge is created, governed, and reused across the organization, ensuring accuracy, scalability, and readiness for automation and AI-driven experiences.

You will collaborate with Product, Validation, Operations, Compliance, Training, UX, Marketing, Localization, and AI teams to optimize content discoverability and customer

Qualifications

• At least two years in technical support or a closely related field.
• At least two years in technical, UX, or content-writing experience with a portfolio required.
• Ability to translate complex technical information into clear, audience-appropriate content.
• Excellent written and verbal communication, grammar, and information organization.
• Proficiency with Microsoft 365 apps (Outlook, Word, Excel, SharePoint, PowerPoint).
• Advanced knowledge of Adobe Experience Manager (AEM) including authoring, workflows, and content governance.
• Advanced knowledge of SEO and content discoverability (keyword research, on-page optimization, information architecture).
• Familiarity with Jira and Confluence for collaboration and workflow tracking.
• Ability to manage multiple projects, stakeholders, and deadlines in a fast-changing environment.
• Experience collaborating with SMEs and managing content through review workflows.
• Health and wellness support in the form of medical cover, gym reimbursements, and mental well-being resources.

Responsibilities

• Identify, document, and publish changes to product, policy, and industry updates.
• Collaborate with SMEs and cross-functional teams to capture changes and publish timely updates.
• Establish ownership, review cycles, version control, and retirement criteria for content.
• Test updated processes with realistic scenarios to ensure accuracy and usability.
• Facilitate reviews with Product, Validation, Operations, Compliance, and Support.
• Identify gaps and suggest practical content improvements and new workflows.
• Translate technical challenges into clear, actionable guidance for internal and external audiences.
• Create and review knowledge articles, process docs, FAQs, release content, and enablement materials.
• Apply plain-language, editorial, brand, accessibility, and inclusive-language standards.
• Adapt content depth, tone, and format for audience while maintaining technical accuracy.
• Develop content models, taxonomies, metadata, templates, and governance standards.
• Conduct content inventories, audits, and lifecycle reviews to identify duplication and improvement opportunities.
• Structure content for search, localization, accessibility, and AI retrieval.
• Define accountability, approval workflows, and quality standards with content owners.
• Measure content performance and turn insights into prioritized recommendations.
• Monitor knowledge base for currency, relevance, and compliance.

Skills

Communication

Editing

Content strategy

SEO knowledge

Stakeholder management

Multitasking

Education

Technical writing qualification

Tools

Jira

Confluence

Microsoft 365

AEM

Job description

Not specified Full-time Not specified Marketing

Job Description

Who we are

DigiCert is a global leader in intelligent trust. We protect the digital world by ensuring the security, privacy, and authenticity of every interaction. Our AI-powered DigiCert ONE platform unifies PKI, DNS, and certificate lifecycle management, to secure infrastructure, software, devices, messages, AI content and agents. Learn why more than 100,000 organizations, including 90% of the Fortune 500, choose DigiCert to stop today’s threats and prepare for a quantum-safe future at www.digicert.com

Job summary

DigiCert is seeking a Technical Content Strategist to work at the intersection of product change, industry evolution, and customer impact. In this role, you will translate complex information into clear, trusted guidance that enables Validation and Technical Support teams to operate with confidence. You will shape how knowledge is created, structured, governed, measured, and reused across the organization. Your work will ensure that processes are not only documented but also accurate, testable, scalable, easy to find, and ready to support automation and generative AI experiences. This highly collaborative role partners with Product, Validation, Technical Support, Operations, Compliance, Training, User Experience, Marketing,Localization, and AI teams. Your work will directly influence operational efficiency, customer trust, content quality, and the performance of customer-facing support channels.

What you will do

• Anticipate and Respond to Change
  • Identify, assess, and document current business processes while acting as an early signal for upcoming product, regulatory, policy, and industry changes.
  • Partner with subject-matter experts and cross-functional teams to capture changes accurately, assess their content impact, and publish updates at the right time.
  • Establish sustainable content-maintenance practices, including clear ownership, review cycles, version control, and retirement criteria.
• Validate, Test, and Strengthen Processes
  • Test and verify new or updated processes using realistic scenarios to confirm accuracy, completeness, and usability before publication.
  • Facilitate reviews with Product, Validation, Operations, Compliance, Support, and other relevant stakeholders, resolving conflicting input and documenting approved outcomes.
  • Identify process gaps, unclear ownership, and recurring customer or agent friction, then recommend practical content or workflow improvements.
• Turn Complexity into Clear, Useful Content
  • Research and analyze technical and operational challenges, translating them into clear, accurate, actionable guidance for internal and external audiences.
  • Create, edit, and review high-quality written and multimedia content, including knowledge articles, process documentation, troubleshooting guides, FAQs, release content, and enablement materials.
  • Apply plain-language, editorial, brand, accessibility, and inclusive-language standards consistently.
  • Adapt content depth, tone, format, and terminology to the audience while maintaining technical accuracy.
• Lead Content Strategy and Governance
  • Develop and maintain content models, taxonomies, metadata, templates, style guidance, and governance standards that improve consistency and reuse.
  • Conduct content inventories, audits, gap analyses, and lifecycle reviews to identify duplication, outdated information, and high-value improvement opportunities.
  • Structure content for search, localization, accessibility, and AI retrieval, using clear headings, modular information, descriptive links, and consistent terminology.
  • Work with content owners to define accountability, approval pathways, review cadences, and quality standards.
• Optimize Discoverability and Customer Experience
  • Apply search engine optimization (SEO) and internal search best practices, including keyword research, search-intent analysis, metadata optimization, content linking, and content-structure improvements.
  • Collaborate with UX and Product teams to align content with customer journeys, product workflows, and self-service needs.
  • Use search data, customer feedback, support conversations, and content-performance insights to improve findability, comprehension, and task completion.
• Measure Impact and Continuously Improve
  • Define and monitor content success measures such as traffic, search success, engagement, helpfulness, self-service completion, deflection, content freshness, and customer feedback.
  • Turn qualitative and quantitative insights into prioritized content recommendations and communicate outcomes to stakeholders.
  • Monitor the knowledge base to ensure content remains current, relevant, compliant, and aligned with how customers and teams work.

What you will have

• At least two years of experience in technical support, customer support, technical operations, or a closely related field; a relevant tertiary qualification is advantageous.
• At least two years of technical, UX, or content-writing experience. A writing sample or portfolio will be required.
• Demonstrated ability to understand complex technical or operational information and convert it into clear, audience-appropriate content.
• Strong written and verbal communication skills, with excellent command of grammar, editing, and information organization.
• Proficiency in Microsoft 365 applications, including Outlook, Word, Excel, SharePoint, and PowerPoint.
• Advanced knowledge of Adobe Experience Manager (AEM), including authoring, components, templates, tags, metadata, workflows, versioning, publishing, and content governance.
• Advanced knowledge of SEO and content discoverability, including keyword research, search intent, on-page optimization, information architecture, internal linking, structured data concepts, and performance measurement.
• Familiarity with Jira and Confluence, including content collaboration, requirements tracking, and workflow management.
• Ability to manage multiple projects, stakeholders, and deadlines in a fast-changing environment.
• Experience collaborating with subject-matter experts and managing content through review and approval workflows.
• Health and wellness support, including medicalcover (where applicable), gym reimbursements, and mental well-being resources