Knowledge Manager – Product Support

Job Description : About the role :

We’re looking for a detail-oriented and strategic Knowledge Manager to lead the creation, governance, organization, and optimization of internal and client-facing product support content for dentsu.Connect. This role is pivotal in ensuring our Help Center content and product communications are accurate, consistent, and aligned with our brand voice. The ideal candidate has experience as a technical writer for ad tech or marketing tech platforms and thrives in a global, cross-functional environment.

Key responsibilities :

Content creation & editorial excellence

You'll write, edit, and maintain high-quality support documentation, including how-to articles, frequently asked questions, release notes, technical announcements, and internal playbooks.

You will translate complex technical concepts into clear, user-friendly content for both technical and non-technical audiences.

You'll collaborate with product managers, engineers, and marketing teams to ensure accurate communication of product features and updates.

Content governance & quality standards

You will establish and uphold standards for content quality, consistency, and completeness across all support materials.

You'll ensure a cohesive brand voice and visual identity across all product-related content.

You'll conduct regular audits to ensure content remains current, accurate, and aligned with product evolution.

You will maintain editorial calendars and documentation workflows to support product release cycles.

Content management & optimization

Manage content categorization, tagging, and metadata to improve discoverability and usability.

Leverage content management systems (CMS) and documentation tools to streamline publishing and version control.

Monitor content performance and user feedback to drive continuous improvement.

Qualifications :

A bachelor's degree is required in marketing, advertising, communications, or a related field.

3–5+ years of experience in technical writing in ad tech, martech, or SaaS environments.

Strong understanding of content strategy, UX writing, and customer support ecosystems.

Proficiency with content management platforms, documentation tools, email marketing platforms, and analytics dashboards.

Comfortable with HTML, Markdown, SQL, and formatting code for developer documentation.

Nice to Have :

Familiarity with tools like Zendesk, JIRA, Confluence, and Campaign Monitor.

1+ years of experience with the Agile methodology for software development.

Experience working with global teams and localization workflows.

You will be reporting to VP Product Support and Operations. This is a remote opportunity.

The annual salary range for this position is $94,000 - $152,375. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law.

Benefits available with this position include :

Medical, vision, and dental insurance,

Life insurance,

Short-term and long-term disability insurance,

401k,

Flexible paid time off,

At least 15 paid holidays per year,

Paid sick and safe leave, and

Paid parental leave.

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