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Knowledge Domain Engineer
Posted on 9/12/2022
INACTIVE
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Management
Requirements
  • 2+ years of experience in customer focused support role in a SaaS environment
  • 1+ years experience writing support documentation
  • Ability to translate highly technical information into written form that is understandable to customers
  • Detail oriented and focused on quality of content
  • Experience using data and analytics to drive decisions and formulate action plans
  • Strong technical aptitude/affinity; experience working hand-in-hand with software, test, and/or system engineers
  • Familiarity with Okta products or experience in the Identify Access Management and Security industry
  • Must have experience with one or more of the following technologies:
  • Technologies and protocols to support identity federation and robust access controls (e.g. SAML 2.0, WS-Federations, OAuth, Open ID connect), directory integrations, SSO, multifactor authentication and API services, Active Directory and LDAP experience
  • Thrives in a fast-paced environment with a high rate of change
  • Okta Certifications (OCP, OCA, OCC, OCD) a big plus
  • Knowledge Management experience a plus
  • Bachelor's degree
  • ) Minimum OTE of $117,000/year + equity + benefits))
Responsibilities
  • Responsible for the overall health of assigned product domain knowledge
  • Create and publish knowledge articles to assist support engineers in resolving cases and to drive self service to customers
  • Curation of support content including how to's, FAQs and troubleshooting articles in adherence with the content management lifecycle
  • Continuous improvement of content by conducting periodic audits and implementing action plans to ensure high-quality content for product domain
  • Consulting with SMEs to verify and publish content for both internal and external use
  • Adherence to content standards to ensure articles are easy to find and consume
  • Utilize reporting and analytics to identify gaps in content and identify areas of improvement
  • Identify and share success stories in the utilization of support content
  • Collaborate cross functionally to improve content health, identify gaps, improve consumability and findability of content
Okta provides online identity verification solutions.
Company Overview
Okta provides online identity verification solutions.