Technical Content Manager

Job description

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. 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 • 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. • 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. • Expertise Maintenance & Cross-Functional Review • SME Collaboration & Vetting: Serve as the content expert and collaborator, working closely with other Subject Matter Experts (SMEs),