Knowledge Manager – Product Support (Ad Tech / MarTech)

The purpose of this role is to lead a team that supports and maintains the application platforms to ensure that Global Technology are providing a reliable, scalable, maintainable and highly available application services to the business.

Job Description:

At dentsu, we create connected experiences designed to drive meaningful impact. As the Knowledge Manager for dentsu.Connect, you will shape how internal teams and clients understand and navigate our platform. You will be responsible for developing, organizing, and optimizing product support content that enables users to work more efficiently and confidently.

This role is ideal for someone who enjoys simplifying complex concepts and collaborating across global teams. You will report to the VP, Product Support & Operations.

What You’ll Do:

• You will create clear, helpful product documentation including how‑to guides, FAQs, release notes, technical updates, and internal playbooks.

• You will translate technical information into content that supports both technical and non‑technical audiences.

• You will collaborate with product, engineering, and marketing partners to ensure content reflects product enhancements and communicates updates effectively.

• You will maintain content standards to ensure accuracy, clarity, and consistency across all materials while aligning with dentsu’s brand voice.

• You will conduct content reviews and make updates that keep materials current with product changes.

• You will manage documentation workflows and editorial calendars that support release cycles.

• You will optimize content for discoverability through clear structures, categories, tags, and metadata.

• You will use documentation and CMS tools to maintain efficient publishing workflows and version control.

• You will monitor performance and feedback to identify opportunities to improve user experience.

Qualifications — Required:

• 3–5+ years of experience in technical writing within Ad Tech, MarTech, and SaaS.

• Experience developing user‑focused support or product documentation.

• Proficiency with CMS platforms, documentation tools, analytics dashboards, and email platforms.

• Hands‑on experience using Zendesk to publish and manage support content.

• Familiarity with HTML, Markdown, SQL, and basic technical formatting.

• Bachelor’s degree in marketing, communications, advertising, or a related field.

Preferred:

• Experience with JIRA, Confluence, or Campaign Monitor.

• Experience working in Agile environments.

About dentsu.Connect:

dentsu.Connect brings together data, identity, AI, and human creativity to help marketers deliver their next best impact. As part of dentsu’s global network spanning nearly 120 countries, we combine expertise across Media, CXM, and Creative to build integrated solutions that drive sustainable growth for brands, people, and society. Guided by our Innovating to Impact ethos, we focus on creating work that moves businesses forward and leaves a lasting, positive mark.

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.

To begin the application process, please click on the “Apply” button at the top of this job posting. Applications will be reviewed on an ongoing basis, and qualified candidates will be contacted for next steps.

At dentsu, we believe great work happens when we’re connected. Our way of working combines flexibility with in-person collaboration to spark ideas and strengthen our teams. Employees who live within a commutable distance of one of our hub offices, currently located in Chicago, metro Detroit, Los Angeles, and New York City, are required and expected to work from the office three days per week (two days per week for employees based in Los Angeles). Dentsu may designate other Hub offices at any time. Those who live outside a commutable range may be designated as remote, depending on the role and business needs. Regardless of your work location, we expect our employees to be flexible to meet the needs of our Company and clients, which may include attendance in an office.

Location:

USA - Remote - Maryland

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent