Security Systems Knowledge & Technical Enablement
Interface SystemsAbout the role
Position Overview
The Associate Manager, Knowledge & Technical Enablement, drives the development and optimization of documentation, knowledge platforms, and training that improve technical execution, consistency, and team capability across the Security Technical Support (STS) and Security Installation Success (SIS) teams.
Well-developed knowledge and technical resources create conditions for scalable, effective execution. This role is instrumental in building those conditions by establishing the documentation, guidance, and support framework for our STS Level 1, STS Level 2, and SIS teams need to operate with consistency, accountability, and confidence. This is an individual contributor role with broad organizational influence, but no direct reports.
Functional Focus
This role owns the development and ongoing maintenance of our Service Guides (a newly established support resource), troubleshooting workflows, and knowledge base content while developing and scaling a Microsoft Copilot-enabled support environment that delivers accurate, real-time technical guidance. It also strengthens team capability through onboarding, structured training, and ongoing mentorship.
Key Responsibilities
Knowledge & Technical Enablement
Develop and maintain Service Guides, troubleshooting workflows, and knowledge base content that provide clear, step-by-step, role-specific guidance for our technicians and support teams
Translate complex technical concepts into practical, real-world execution tools with defined validation checkpoints and expected outcomes
Build, structure, and optimize a centralized Security Success Knowledge Base for accuracy, usability, and speed of access during live support
Develop and scale a Copilot-enabled environment, ensuring content is structured for effective AI-driven retrieval and real-time guidance
Root Cause Integration & Continuous Improvement
Partner with STS, SIS, Field Operations, Engineering, and Product teams to identify root cause trends, recurring issues, and knowledge gaps
Translate insights into updated documentation, troubleshooting workflows, and targeted training
Maintain an ongoing feedback loop to keep content accurate, relevant, and aligned with day-to-day business, product,
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