Technical Content Manager

Okta • Washington, DC

1d • $114,000 - $176,000

About The Position

Okta is seeking a seasoned technical professional to manage the quality, integrity, and AI readiness of technical support content within a designated product domain. The Technical Content Manager owns the lifecycle of knowledge assets—including knowledge base articles, videos, and other support content—and ensures they are 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, including those from web chat agents. The position relies on data-driven content decisions, technical tool-building, and collaboration to improve knowledge delivery, customer self-service, and case deflection.

This role is vital to the reliability of Okta’s self-service offerings and to the foundational knowledge that supports its future AI strategy. It contributes directly to customer success and internal operational efficiency.

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 improvements.
• Exceptional written and verbal communication skills, including the ability to translate complex technical information into clear, readable, and 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 such as knowledge base articles, video scripts, and verified community responses about complex product issues and features.
• Analyze top case drivers and identify opportunities for knowledge base content that supports self-service and reduces case volume.
• 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 consumption by large language models and other AI systems.
• Review AI prompts and validate AI responses; improve knowledge base articles to increase citation share and accuracy.
• Design, build, test, and deploy applications or tools using Okta’s AI platform to support knowledge management productivity, repetitive tasks, or analysis; document those tools.
• Identify opportunities for AI agents to assist with or automate knowledge tasks.
• Review, rate, and validate AI-tool questions and answers, including web chat agent outputs, and provide improved answers where appropriate.
• Collaborate with subject matter experts, Product Managers, and Engineering teams to validate technical details and address knowledge gaps.
• Maintain current product expertise through training and documentation review, including knowledge of new features, product roadmaps, and emerging 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