Okta is hiring a

KCS Technical Writer

San Jose, United States
Full-Time

Position Title: KCS Technical Writer

Role Location: San Francisco Headquarters OR *NEW* San Jose HQ

Reports To: Senior Supportability Program Manager

ABOUT OKTA:

Okta is the foundation for secure connections between people and technology. By harnessing the power of the cloud, Okta allows people to access applications on any device at any time, while still enforcing strong security protections. It integrates directly with an organization’s existing directories and identity systems, as well as 4,000+ applications.

Because Okta runs on an integrated platform, organizations can implement the service quickly at large scale and low total cost.

Thousands of customers, including Adobe, Allergan, Chiquita, LinkedIn, and Western Union, trust Okta to help their organizations work faster, boost revenue, and stay secure.

https://www.okta.com/

Are you a visionary communicator that likes to develop and maintain excellent troubleshooting documentation? Are you equally comfortable creating content and testing systems? Are you a tireless customer champion?  If so, we want you as our KCS (Knowledge Centered Support) Technical Writer for Customer Support at Okta. 

Position Description:

 Okta Support is looking for a technical writer to assist in the capture and maintenance of documentation following a Knowledge Centered Support (KCS) model to enable Okta Support team members and Okta customers. The candidate should have a solid foundation in both technical writing and technical troubleshooting, a passion for actionable and well organized documentation, and a capacity to discover, learn, and implement Okta's technologies independently.

 

Job Duties and Responsibilities: 

  • Collaborate with Support and other internal team members to develop Support content and knowledge base articles covering all aspects of working with the Okta platform including implementation, maintenance, troubleshooting, and theory/concepts
  • Create content as a by-product of the problems being solved in Customer cases
  • Evolve content based on demand and usage. 
  • Develop the Knowledge Base with Okta's collective experience to-date
  • Identify Knowledge gaps through Case review, Community review, and direct implementation of Okta technologies
  • Where necessary, perform systems testing to establish and document functionality not yet captured elsewhere

Minimum REQUIRED Knowledge, Skills, and Abilities:

  • 3+ years of experience writing technical documentation—editing skills and experience a plus
  • 3+ years of experience in a Technical Support or Systems Administration role
  • Bachelor's degree in a technical field or equivalent experience
  • Experience in documenting swiftly evolving, dynamic software
  • Experience documenting code and scripting in a syntactically actionable fashion
  • Ability and track record of helping to develop and maintain documentation standards and internal style guides
  • Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
  • Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
  • Experience with, or understanding of, large scale software deployments
  • Familiarity with security or identity management industry is a strong plus.
  • Ability to learn new technologies quickly
  • A focus on quality and detail within a fast-paced environment
  • Strong Customer Advocate mentality
  • Ability to handle multiple tasks in a fast-paced, start-up environment

 

Okta is an Equal Opportunity Employer.

 

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