Looking for Okta Logos?

You can find all the media assets you need as part of our press room.

Download Media Assets

KCS Specialist

Position Description: 

Okta Support is looking for a KCS professional to assist in facilitating and coaching Okta Support’s Knowledge Centered Service (KCS) program. In this role, you will oversee and execute activities related to the newly established KCS program, including, but not limited to: KCS coaching, development and continuous improvement of the content standard, content analysis, workflow, collaboration, and information dissemination. You will also 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: 

  • Operate as a champion, evangelist and ambassador for KCS. 
  • Establish and monitor metrics to drive the rollout, adoption, quality and success of the program 
  • Support development of staff, consultants, and key partners and on all aspects of knowledge management and KCS principles 
  • Acts as a change agent to educate, engage, support, and drive necessary performance improvements for Self-service and the KCS Program, including monitoring content and program effectiveness and identifying needs and areas for improvement, initiating projects to determine best practices, and implement decisions 
  • Collaborate with Support and Services leadership, Business Systems, Development and Documentation leaders to ensure effective implementation that aligns with overall business processes and remove barriers to adoption. 
  • 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 
  • Provides advanced oversight and mentorship for KCS Coaches 
  • Provides KCS training, and assists in the fundamental development and maintenance of the coaching program; requirements gathering and prioritization for tool and process improvements; content standard updates and communication. 
  • Evolve content based on demand and usage. In particular, chaining together multiple discrete articles into ‘Guides’ and ‘Playbooks’ 
  • 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   

Required Knowledge, Skills, and Abilities: 

  • KCS Practices v6 (or earlier) Certification 
  • 6+ years previous experience working in a large technical support or customer support operation, preferably in the software industry 
  • Bachelor's degree in a technical field or equivalent experience 
  • Experience in documenting swiftly evolving, dynamic software 
  • 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. 
  • Ability to learn new technologies quickly 
  • A focus on quality and detail 
  • Strong Customer Advocate mentality 
  • Ability to handle multiple tasks in a fast-paced, Enterprise tier environment 

Preferred Skills

  • ITIL certification is a plus 
  • Experience documenting code and scripting in a syntactically actionable fashion 
  • Familiarity with security or identity management industry is a strong plus. 
  • Experience with, or understanding of, large scale software deployments 

 Okta is an Equal Opportunity Employer. 



Apply now

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at this company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

The foundation for secure connections between people and technology

Okta is the leading provider of identity for the enterprise. The Okta Identity Cloud connects and protects employees of many of the world's largest enterprises. It also securely connects enterprises to their partners, suppliers and customers. With deep integrations to over 5,000 apps, the Okta Identity Cloud enables simple and secure access from any device. Thousands of customers, including Experian, 20th Century Fox, LinkedIn, Flex, News Corp, Dish Networks and Adobe trust Okta to work faster, boost revenue and stay secure. Okta helps customers fulfill their missions faster by making it safe and easy to use the technologies they need to do their most significant work.



Upload Resume/CV (PDF must be less than 8 MB )

Cover Letter

Upload Cover Letter (PDF must be less than 8 MB )
U.S. Equal Opportunity Employment Information

Completion is voluntary Read moreRead more