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Knowledge Engineer

Auth0

Auth0

Other Engineering
United States
Posted on Saturday, June 22, 2024

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

Okta’s Knowledge Management (KM) team is seeking a Knowledge Engineer to drive adoption and work with Developer Support Engineers to create high-quality product support content within the Global Support Excellence organization. This role will be key in the implementation of a KM framework that empowers employees, developers, and customers. The KM team manages internal and external support content, including Okta help, knowledge bases, known errors, and more. This content is essential in enabling people to do their jobs without needing to contact support and in enabling support, sales engineers, customers, developers, and partners to efficiently discover information.

As a Knowledge Engineer, you will have the opportunity to collaborate within the KM team and cross functionally and analyze data to create and improve knowledge articles, mentor support engineers and monitor the overall health of product support knowledge within the Customer Support organization. In addition, in this role you will share and encourage the adoption of Knowledge Management best practices.

Your Responsibilities:

  • Act as a knowledge champion and mentor to support engineers, assisting with the adoption of knowledge management best practices.
  • Collaborate cross functionally to improve content health, identify gaps, improve consumability and findability of content.
  • Create and publish knowledge articles to assist support engineers in resolving cases and to drive self service to customers.
  • Work to identify best practices to format and share content for the developer audience.
  • 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 support content.
  • 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.

Role Requirements:

  • 4+ years of experience in customer focused support role in a SaaS environment, preferably supporting developers.
  • Experience implementing Knowledge Management best practices in support.
  • 2+ years experience writing knowledge base articles and support content.
  • 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; knowledge of software development fundamentals and common architectures.
  • Familiarity with Auth0 by Okta products or experience with identity, consumer app development and SaaS app development.
    • Knowledge of one or more auth protocols/specifications: OAuth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
    • Experience in at least one programming language; ideally JavaScript.
    • Knowledge of HTTP, encryption, basic security concepts.
    • Understanding of authentication and authentication concepts.
  • Thrives in a fast-paced environment with a high rate of change.
  • Okta Certifications (Okta Certified Developer) a plus.

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

#LI-MM1 #LI-REMOTE

Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:$86,000$130,000 USD The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $97,000$145,000 USD

What you can look forward to as an Full-Time Okta employee!

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.