Technical Content Strategist

Job summary

DigiCert is seeking a Technical Content Strategist to work at the intersection of product change, industry evolution, and customer impact. In this role, you will translate complex information into clear, trusted guidance that enables Validation and Technical Support teams to operate with confidence. You will shape how knowledge is created, structured, governed, measured, and reused across the organization. Your work will ensure that processes are not only documented but also accurate, testable, scalable, easy to find, and ready to support automation and generative AI experiences. This highly collaborative role partners with Product, Validation, Technical Support, Operations, Compliance, Training, User Experience, Marketing,Localization, and AI teams. Your work will directly influence operational efficiency, customer trust, content quality, and the performance of customer-facing support channels.

What you will do

• Anticipate and Respond to Change
  • Identify, assess, and document current business processes while acting as an early signal for upcoming product, regulatory, policy, and industry changes.
  • Partner with subject-matter experts and cross-functional teams to capture changes accurately, assess their content impact, and publish updates at the right time.
  • Establish sustainable content-maintenance practices, including clear ownership, review cycles, version control, and retirement criteria.
• Validate, Test, and Strengthen Processes
  • Test and verify new or updated processes using realistic scenarios to confirm accuracy, completeness, and usability before publication.
  • Facilitate reviews with Product, Validation, Operations, Compliance, Support, and other relevant stakeholders, resolving conflicting input and documenting approved outcomes.
  • Identify process gaps, unclear ownership, and recurring customer or agent friction, then recommend practical content or workflow improvements.
• Turn Complexity into Clear, Useful Content
  • Research and analyze technical and operational challenges, translating them into clear, accurate, actionable guidance for internal and external audiences.
  • Create, edit, and review high-quality written and multimedia content, including knowledge articles, process documentation, troubleshooting guides, FAQs, release content, and enablement materials.
  • Apply plain-language, editorial, brand, accessibility, and inclusive-language standards consistently.
  • Adapt content depth, tone, format, and terminology to the audience while maintaining technical accuracy.
• Lead Content Strategy and Governance
  • Develop and maintain content models, taxonomies, metadata, templates, style guidance, and governance standards that improve consistency and reuse.
  • Conduct content inventories, audits, gap analyses, and lifecycle reviews to identify duplication, outdated information, and high-value improvement opportunities.
  • Structure content for search, localization, accessibility, and AI retrieval, using clear headings, modular information, descriptive links, and consistent terminology.
  • Work with content owners to define accountability, approval pathways, review cadences, and quality standards.
• Optimize Discoverability and Customer Experience
  • Apply search engine optimization (SEO) and internal search best practices, including keyword research, search-intent analysis, metadata optimization, content linking, and content-structure improvements.
  • Collaborate with UX and Product teams to align content with customer journeys, product workflows, and self-service needs.
  • Use search data, customer feedback, support conversations, and content-performance insights to improve findability, comprehension, and task completion.
• Measure Impact and Continuously Improve
  • Define and monitor content success measures such as traffic, search success, engagement, helpfulness, self-service completion, deflection, content freshness, and customer feedback.
  • Turn qualitative and quantitative insights into prioritized content recommendations and communicate outcomes to stakeholders.
  • Monitor the knowledge base to ensure content remains current, relevant, compliant, and aligned with how customers and teams work.

What you will have

• At least two years of experience in technical support, customer support, technical operations, or a closely related field; a relevant tertiary qualification is advantageous.
• At least two years of technical, UX, or content-writing experience. A writing sample or portfolio will be required.
• Demonstrated ability to understand complex technical or operational information and convert it into clear, audience-appropriate content.
• Strong written and verbal communication skills, with excellent command of grammar, editing, and information organization.
• Proficiency in Microsoft 365 applications, including Outlook, Word, Excel, SharePoint, and PowerPoint.
• Advanced knowledge of Adobe Experience Manager (AEM), including authoring, components, templates, tags, metadata, workflows, versioning, publishing, and content governance.
• Advanced knowledge of SEO and content discoverability, including keyword research, search intent, on-page optimization, information architecture, internal linking, structured data concepts, and performance measurement.
• Familiarity with Jira and Confluence, including content collaboration, requirements tracking, and workflow management.
• Ability to manage multiple projects, stakeholders, and deadlines in a fast-changing environment.
• Experience collaborating with subject-matter experts and managing content through review and approval workflows.

Nice to have

• Experience using content analytics and insight tools such as Adobe Analytics, Google Analytics, Google Search Console, or equivalent platforms to evaluate performance and prioritize improvements.
• Strong understanding of content strategy practices, including content modeling, taxonomy, metadata, content audits, lifecycle management, editorial governance, and reusable or structured content.
• Experience designing content for conversational AI, enterprise search, retrieval-augmented generation, or other AI-powered knowledge experiences; understanding of how source-content quality affects AI responses.
• Basic working knowledge of APIs and their role in connecting products, support systems, content platforms, and AI solutions.
• Familiarity with CertCentral and DigiCert ONE platforms and products; strong DigiCert ONE proficiency is highly advantageous.
• Knowledge of PKI, TLS/SSL, code signing, DNS, S/MIME, SMTP, and networking protocols is beneficial.
• Relevant technical certifications, such as CompTIA A+, Network+, Security+, or equivalent credentials, are beneficial.

Benefits

• Competitive compensation and comprehensive benefits package 
• Generous paid time off, including holidays and additional leave options 
• Family-friendly leave policies, including maternity, paternity, and other supportive leave programs 
• Health and wellness support, including medical cover (where applicable), gym reimbursements, and mental well-being resources 
• Pension, life insurance, and income protection benefits (location dependent) 
• Employee Assistance Program with 24/7 confidential support for employees and their families 
• Education assistance and professional development opportunities 
• Access to LinkedIn Learning and continuous learning resources 
• Employee referral bonus program and additional company perks and discounts 
• Business travel insurance and global employee support programs

To protect candidate information and maintain a secure hiring process, all applications must be submitted through our careers portal. Resumes or CVs sent directly via email will not be reviewed or considered.

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