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Salary: USD 114,000 - 176,000 / annual
Okta is seeking a Technical Content Manager to own the quality, integrity, and AI readiness of technical support content across their identity and access management platform. This is a hands-on role that combines deep technical expertise with content strategy and AI tooling innovation.
Key Responsibilities:
Technical Content Management & Data-Driven Optimization:
- Create, edit, and publish high-quality technical content including Knowledge Base Articles, video scripts, and community responses focused on complex product issues and features
- Analyze support metrics and case drivers to identify opportunities for knowledge base articles that enable customer self-service and reduce case volume
- Conduct rigorous technical audits of existing support content to ensure 100% accuracy, alignment with product features, and adherence to content standards
- Structure and refine content for clarity, search optimization, and Large Language Model (LLM) visibility
- Review AI prompts and validate AI-generated responses, improving knowledge base articles to increase AI citation accuracy and coverage
AI Tooling & Knowledge Automation:
- Design, build, test, and deploy applications or tools that support Knowledge Management best practices using Okta's AI platform
- Identify opportunities for AI Agents that can assist with or automate knowledge tasks
- Review and validate outputs from AI tools such as web chat agents, providing expertly crafted answers to train and enhance the system
Expertise Maintenance & Cross-Functional Collaboration:
- Serve as the content expert, collaborating with Subject Matter Experts, Product Managers, and Engineering teams to validate technical details and fill knowledge gaps
- Maintain deep, current knowledge of new features, product roadmaps, and emerging best practices through proactive product training and documentation review
- Share insights across Global Customer Support and the broader Customer First organization on content deficiencies and best practices
This role is vital for transforming expert-level technical knowledge into scalable, high-quality assets that power both customer self-service and Okta's future AI support strategy.
Required Qualifications:
- Minimum 3+ years of hands-on experience as a Technical Support Engineer or equivalent role, demonstrating deep subject matter expertise in one or more Okta product areas
- Experience using Okta's AI Tools or similar enterprise AI platforms to build productivity tools, automate tasks, or facilitate data analysis
- Proven experience drafting, editing, or critically reviewing technical documentation or support content (KBAs)
- Ability to interpret support metrics, case drivers, and content usage data to make data-driven content decisions
- Exceptional written and verbal communication skills with ability to translate complex technical information into clear, precise content
- Okta technical support experience highly preferred
- Okta Certified Administrator certification preferred
