Technical Content Manager

Technical Content Manager

About the Role

We are seeking a seasoned Technical Engineer to serve in a specialized role focused on the quality, integrity, and AI readiness of our technical content. The Technical Content Manager is the definitive expert responsible for managing the complete lifecycle of knowledge assets within their domain. This hands-on role ensures all content—such as KBAs, videos, and other support content is technically accurate, easily readable, and optimized for maximum effectiveness across all self-service channels.

Additionally, this position heavily leverages Okta’s AI platform to innovate how we deliver support. You will build productivity tools, identify opportunities for AI Agents, and validate AI-generated responses (such as those from Okta’s web chat agents) to continuously improve our knowledge delivery, enhance self-service, and drive down case volume. This position requires a commitment to data-driven content decisions, technical tool-building, and a collaborative approach to content validation, ensuring our support content remains a world-class resource.

Key Responsibilities

1. Technical Content Management & Data-Driven Optimization

• Content Creation & Maintenance: Actively create, edit, and publish high-quality technical content (e.g., Knowledge Base Articles, video scripts, verified community responses) related to complex product issues and features in their area of expertise.
• Case Deflection Analysis: Analyze data on top case drivers and identify opportunities for knowledge base articles to assist with customer self-service and reduce cases in these high-volume areas.
• Accuracy Verification & Auditing: Conduct rigorous technical audits of existing support content to ensure 100% accuracy, alignment with product features, and adherence to content standards.
• Content Optimization & AI Structuring: Structure and refine content for clarity, search, and LLM visibility. Ensure content is well-formed for efficient consumption by Large Language Models (LLMs) and other AI systems.
• AI Prompt & Citation Optimization: Review AI prompts and validate responses, aggressively improving knowledge base articles as needed to increase AI citation share and accuracy.

1. AI Tooling & Knowledge Automation

• AI Tool Development: Design, build, test, and deploy applications or tools that support Knowledge Management (KM) best practices using Okta's AI platform to assist with productivity, repetitive tasks, or analysis. Create all supporting documentation for these tools.
• AI Agent Ideation: Proactively identify opportunities for AI Agents that can assist with or automate knowledge tasks.
• AI Quality Validation: Review questions and answers from AI tools, such as our web chat agents. Rate and validate the outputs, providing improved, expertly crafted answers when appropriate to train and enhance the system.

1. Expertise Maintenance & Cross-Functional Review

• SME Collaboration & Vetting: Serve as the content expert and collaborator, working closely with other Subject Matter Experts (SMEs), Product Managers, and Engineering teams to validate technical details and fill nuanced knowledge gaps.
• Product Expertise: Proactively engage in product training and documentation review to maintain deep, current knowledge of new features, product roadmaps, and emerging best practices.
• Best Practice Sharing: Collaborate across the Global Customer Support and broader Customer First organization to share insights on common content deficiencies and best practices for creating robust, usable knowledge.

Required Qualifications

• Technical Experience: Minimum of 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. Subject-matter expertise in Okta Administration product areas and an Okta Certified Administrator certification are preferred.
• AI & Tooling Proficiency: Experience in using Okta's AI Tools (or similar enterprise AI platforms) to build tools that assist with productivity, automate repetitive tasks, or facilitate data analysis.
• Content Focus: Proven experience in drafting, editing, or critically reviewing technical documentation or support content (KBAs).
• Data Literacy: Ability to interpret support metrics, top case drivers, and content usage data to make content decisions and identify areas for improvement.
• Communication: Exceptional written and verbal communication skills, with an ability to translate complex technical information into clear, easy-to-read, and precise content.
• Okta technical support experience would be highly preferred

Why This Role Matters

This position is vital for turning expert-level technical knowledge into a scalable, high-quality asset. You are directly responsible for the reliability of our self-service offerings and the foundational data that powers our future AI support strategy, which significantly impacts both customer success and internal operational efficiency.