Knowledge Manager – Product Support

2 Months ago • 3-5 Years • Product Management • $94,000 PA - $152,375 PA

Job Summary

Job Description

As a Knowledge Manager, you will lead the creation, governance, organization, and optimization of product support content for dentsu.Connect. Your responsibilities include writing, editing, and maintaining support documentation, translating complex technical concepts, collaborating with product managers and engineers, establishing content quality standards, managing content, and monitoring performance. The role requires ensuring accurate and consistent product communications. You will be working in a global, cross-functional environment to ensure all content is user-friendly and aligned with brand voice. Reporting to VP Product Support and Operations, this is a remote opportunity.
Must have:
  • Bachelor's degree in related field.
  • 3-5+ years of technical writing experience.
  • Understanding of content strategy and customer support.
  • Proficiency with content management platforms and tools.
  • Comfortable with HTML, Markdown, SQL, and code formatting.
Good to have:
  • Familiarity with tools like Zendesk, JIRA, Confluence, and Campaign Monitor.
  • Experience with Agile methodology.
  • Experience working with global teams and localization workflows.
Perks:
  • 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.
  • Paid parental leave.

Job Details

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.

Dentsu also complies with applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies. For further details regarding Dentsu benefits, please visit www.dentsubenefitsplus.com.

#LI-Remote #LI-JH2

Location:

USA - Remote - Maryland

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent

Dentsu is committed to providing equal employment opportunities to all applicants and employees. We do this without regard to race, color, national origin, sex , sexual orientation, gender identity, age, pregnancy, childbirth or related medical conditions, ancestry, physical or mental disability, marital status, political affiliation, religious practices and observances, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. 

 

Dentsu is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with us, please send an e-mail to ApplicantAccommodations@dentsu.com by clicking on the link to let us  know the nature of your accommodation request and your contact information. We are here to support you.  

Similar Jobs

Sprinkler - Technical Support Engineer - Lead

Sprinkler

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Vimeo - Account Executive II, India

Vimeo

Delhi, India (On-Site)
4 Weeks ago
Bright Edge - New York Sales Development Representative

Bright Edge

New York, United States (On-Site)
8 Years ago
Veeam Software - Senior Enterprise Program Manager - Americas

Veeam Software

Florida, United States (Remote)
4 Weeks ago
Xentrix studios - Production – Production Assistant

Xentrix studios

India (On-Site)
8 Months ago
Yodo1 - Head of Platform Product Management

Yodo1

(Remote)
2 Months ago
Go Fund Me - Senior Product Manager, GoFundMe Pro

Go Fund Me

San Francisco, California, United States (Hybrid)
1 Month ago
hogarth - Content Producer

hogarth

New York, United States (Hybrid)
2 Months ago
Quantic Dream - Chargé.e de Production R&D (H/F/NB)

Quantic Dream

Paris, Île-de-France, France (Hybrid)
9 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Highspot - Technical Support Specialist

Highspot

Hyderabad, Telangana, India (Hybrid)
1 Month ago
Glean - Technical Support Engineer

Glean

New York, United States (On-Site)
2 Months ago
Insight Software - Manager, Engineering (C#, SQL, BI)

Insight Software

Hyderabad, Telangana, India (On-Site)
1 Month ago
Imanage - Senior Backend Developer (.NET)

Imanage

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
USE Insider - People and Culture / Tech Recruiter

USE Insider

Istanbul, İstanbul, Türkiye (On-Site)
9 Months ago
USE Insider - Sales Development Representative - Malaysia

USE Insider

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
9 Months ago
Veeam Software - Sales Development Representative

Veeam Software

Costa Rica (On-Site)
3 Months ago
Postman - Mid Market Account Executive

Postman

Boston, Massachusetts, United States (Hybrid)
4 Weeks ago
Cognite - Senior Solution Architect

Cognite

Austin, Texas, United States (Hybrid)
7 Months ago
Figma - Account Executive, Federal

Figma

San Francisco, California, United States (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Maryland, United States

Remote - Senior Marketing Manager, Lifecycle Marketing

Remote

United States (Remote)
4 Weeks ago
Marks, part of SGS & Co - Global Client Lead

Marks, part of SGS & Co

Chicago, Illinois, United States (On-Site)
4 Months ago
Apple - Engineering Program Manager - Sensing & Connectivity

Apple

Cupertino, California, United States (On-Site)
1 Month ago
Nice - Office & Events Manager

Nice

Park City, Utah, United States (Hybrid)
1 Month ago
attentive - Senior Machine Learning Engineer

attentive

San Francisco, California, United States (Hybrid)
9 Months ago
Linden lab - Manager, Engineering - Mobile

Linden lab

San Francisco, California, United States (Remote)
1 Year ago
Anthology  Inc  - Customer Service Advisor

Anthology Inc

United States (Remote)
1 Month ago
Snap Mobile INC - Account Executive

Snap Mobile INC

Ithaca, New York, United States (On-Site)
3 Months ago
Rippling - Staff Software Engineer - Device Products

Rippling

Seattle, Washington, United States (On-Site)
1 Month ago
dYdX - Senior Software Engineer - Backend

dYdX

New York, New York, United States (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Product Management Jobs

Apple - New Product Technology Project Manager

Apple

San Diego, California, United States (On-Site)
1 Month ago
Razer - Product Management Intern

Razer

Singapore (On-Site)
1 Month ago
Toppan MErril - Director of Product Management

Toppan MErril

Saint Paul, Minnesota, United States (On-Site)
1 Year ago
Nine - Product Manager - Editorial Platforms

Nine

North Sydney, New South Wales, Australia (On-Site)
4 Weeks ago
Trailer park group - Senior Promo Producer – Campaign, AV

Trailer park group

Mumbai, Maharashtra, India (On-Site)
4 Weeks ago
Mindtickle - Product Manager Intern

Mindtickle

Pune, Maharashtra, India (Hybrid)
1 Month ago
LegalZoom - Principal Creative Producer, Project Manager

LegalZoom

Los Angeles, California, United States (Remote)
1 Month ago
Clearwater Analytics - Group Product Manager, Safety

Clearwater Analytics

United States (Remote)
1 Month ago
Qualcomm - Windows Enterprise Deployment & Print - Product Manager Staff

Qualcomm

San Diego, California, United States (On-Site)
2 Months ago
Mozilla - New Products Principal Engineer

Mozilla

Canada (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

We are dentsu. We team together to help brands predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. We know people better than anyone else and we use those insights to connect brand, content, commerce and experience, underpinned by modern creativity. We are the network designed for what’s next.

Madrid, Community Of Madrid, Spain (On-Site)

Helsinki, Uusimaa, Finland (On-Site)

Chennai, Tamil Nadu, India (On-Site)

Jakarta, Indonesia (Hybrid)

Chennai, Tamil Nadu, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Auckland, Auckland, New Zealand (On-Site)

Milan, Lombardy, Italy (On-Site)

Augsburg, Bavaria, Germany (On-Site)

Milan, Lombardy, Italy (On-Site)

View All Jobs

Get notified when new jobs are added by Dentsu

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug