Technical Content Manager

Okta • Chicago, IL

11h

About The Position

Okta is seeking a seasoned technical engineer to manage the quality, integrity, and AI readiness of technical support content. The Technical Content Manager owns the lifecycle of knowledge assets in their area, ensuring that content such as knowledge base articles, videos, and other support materials is technically accurate, readable, and effective across self-service channels.

The role uses Okta’s AI platform to improve support delivery by building productivity tools, identifying opportunities for AI agents, and validating AI-generated responses. The position relies on data-driven content decisions, technical tool-building, and collaboration with subject matter experts to improve self-service, reduce case volume, and support Okta’s AI strategy.

Requirements

• At least 3 years of hands-on experience as a Technical Support Engineer or in an equivalent role.
• Deep subject matter expertise in one or more Okta product areas.
• Experience using Okta AI tools or similar enterprise AI platforms to build productivity tools, automate repetitive tasks, or facilitate data analysis.
• Experience drafting, editing, or critically reviewing technical documentation or support content such as knowledge base articles.
• Ability to interpret support metrics, top case drivers, and content usage data to make content decisions and identify improvement areas.
• Exceptional written and verbal communication skills, including the ability to translate complex technical information into clear, readable, precise content.

Nice To Haves

• Subject matter expertise in Okta Administration product areas.
• Okta Certified Administrator certification.
• Okta technical support experience.

Responsibilities

• Create, edit, and publish technical content, including knowledge base articles, video scripts, and verified community responses, covering complex product issues and features.
• Analyze support data and top case drivers to identify opportunities for knowledge content that improves customer self-service and reduces cases.
• Audit existing support content for technical accuracy, alignment with product features, and adherence to content standards.
• Structure and refine content for clarity, search, and visibility and effective consumption by large language models and other AI systems.
• Review AI prompts and validate AI responses; improve knowledge articles to increase citation share and accuracy.
• Design, build, test, and deploy knowledge-management tools and applications using Okta’s AI platform, and create supporting documentation.
• Identify opportunities for AI agents to assist with or automate knowledge tasks.
• Review, rate, and validate questions and answers from AI tools, including web chat agents, and provide improved answers when appropriate.
• Collaborate with subject matter experts, Product Managers, and Engineering teams to validate technical details and address knowledge gaps.
• Participate in product training and documentation reviews to maintain current product knowledge, including new features, roadmaps, and best practices.
• Share insights about content deficiencies and best practices across Global Customer Support and the broader Customer First organization.

Benefits

• Equity, where applicable.
• Health insurance.
• Dental insurance.
• Vision insurance.
• 401(k).
• Flexible spending account.
• Paid leave, including PTO and parental leave, in accordance with applicable plans and policies.
• In-person onboarding experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed