Knowledge Manager – Product Support (Ad Tech / MarTech)

dentsu

1d•$94,000 - $152,375•Remote

About The Position

The purpose of this role is to lead a team that supports and maintains the application platforms to ensure that Global Technology are providing a reliable, scalable, maintainable and highly available application services to the business. Job Description: At dentsu, we create connected experiences designed to drive meaningful impact. As the Knowledge Manager for dentsu.Connect, you will shape how internal teams and clients understand and navigate our platform. You will be responsible for developing, organizing, and optimizing product support content that enables users to work more efficiently and confidently. This role is ideal for someone who enjoys simplifying complex concepts and collaborating across global teams. You will report to the VP, Product Support & Operations. What You’ll Do: You will create clear, helpful product documentation including how‑to guides, FAQs, release notes, technical updates, and internal playbooks. You will translate technical information into content that supports both technical and non‑technical audiences. You will collaborate with product, engineering, and marketing partners to ensure content reflects product enhancements and communicates updates effectively. You will maintain content standards to ensure accuracy, clarity, and consistency across all materials while aligning with dentsu’s brand voice. You will conduct content reviews and make updates that keep materials current with product changes. You will manage documentation workflows and editorial calendars that support release cycles. You will optimize content for discoverability through clear structures, categories, tags, and metadata. You will use documentation and CMS tools to maintain efficient publishing workflows and version control. You will monitor performance and feedback to identify opportunities to improve user experience. About dentsu.Connect: dentsu.Connect brings together data, identity, AI, and human creativity to help marketers deliver their next best impact. As part of dentsu’s global network spanning nearly 120 countries, we combine expertise across Media, CXM, and Creative to build integrated solutions that drive sustainable growth for brands, people, and society. Guided by our Innovating to Impact ethos, we focus on creating work that moves businesses forward and leaves a lasting, positive mark.

Requirements

3–5+ years of experience in technical writing within Ad Tech, MarTech, and SaaS
Experience developing user‑focused support or product documentation
Proficiency with CMS platforms, documentation tools, analytics dashboards, and email platforms
Hands‑on experience using Zendesk to publish and manage support content
Familiarity with HTML, Markdown, SQL, and basic technical formatting
Bachelor’s degree in marketing, communications, advertising, or a related field

Nice To Haves

Experience with JIRA, Confluence, or Campaign Monitor
Experience working in Agile environments

Responsibilities

create clear, helpful product documentation including how‑to guides, FAQs, release notes, technical updates, and internal playbooks
translate technical information into content that supports both technical and non‑technical audiences
collaborate with product, engineering, and marketing partners to ensure content reflects product enhancements and communicates updates effectively
maintain content standards to ensure accuracy, clarity, and consistency across all materials while aligning with dentsu’s brand voice
conduct content reviews and make updates that keep materials current with product changes
manage documentation workflows and editorial calendars that support release cycles
optimize content for discoverability through clear structures, categories, tags, and metadata
use documentation and CMS tools to maintain efficient publishing workflows and version control
monitor performance and feedback to identify opportunities to improve user experience