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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, and operational changes
Track effectiveness of knowledge materials in reducing repeat issues and recurring failures
Standardization & Operational Alignment
Standardize documentation, terminology, troubleshooting methodology, and installation and service practices across STS Level 1, STS Level 2, and SIS
Ensure alignment between technical materials and real-world field execution and support operations
Eliminate undocumented processes and reduce variability in execution to enable consistent, repeatable performance
Team Development and Enablement
In partnership with Technical Training, design and deliver structured onboarding and training for STS Agents and SIS Coordinators focused on technical fundamentals, troubleshooting methodology, and system usage
Provide ongoing technical mentorship and targeted guidance to close skill gaps
Reduce time to proficiency while strengthening ownership, confidence, and execution quality
Performance Impact & Execution Outcomes
Drive measurable improvements in:
First-Time Resolution
Reduction in Repeat Service Requests and recurring root causes
Fewer escalations
Adoption and effectiveness of knowledge base and Copilot-enable environment
Enable teams to:
Troubleshoot effectively and operate independently
Make confident technical decisions
Develop clear, accurate, and comprehensive scopes of work that define requirements, accountability, and support successful execution
Deliver clear, practical guidance and structured support to technicians
Reduce reliance on SMEs and leadership intervention
Core Competencies
Clarity & Precision – Creates structured, easy-to-follow technical content and workflows
Operational Awareness – Prioritizes real-world execution, usability, and practical application
Systems Thinking – Connects documentation, training, and support processes to performance outcomes
Ownership & Accountability – Takes responsibility for closing knowledge gaps and addressing root causes
Teaching & Development – Builds team capability through structured training and mentorship
Qualifications
5+ years of experience with security systems and a strong technical background across supported solution offerings, including:
Access control, business intelligence solutions, CCTV/VMS (IP and analog), intrusion and fire alarm systems, and two-way audio technologies
Candidates with experience in technical support or field operations, and technical writing or systems documentation are preferred.
Experience in process optimization, data analysis, systems integration, and automation
Experience creating troubleshooting guides, workflows, and technical training materials
Ability to translate complex technical concepts into clear, actionable content
Strong written and verbal communication skills, with the ability to communicate effectively across all levels of the organization and with external partners
Proficiency with Microsoft Office tools and the ability to type quickly and accurately
Experience building or managing knowledge bases, including SharePoint or similar platforms
Familiarity with AI and Microsoft Copilot-enabled knowledge systems
Experience delivering training and mentoring technical team members
Proven ability to work cross-functionally with Support, Engineering, and Operations
Scheduling Requirements
Standard work hours are Monday through Friday, 8:00 AM to 5:00 PM Central Time
The Security Technical Support Team operates seven days a week from 7:00 AM to 8:00 PM Central Time, and this role must be available to provide support during those hours as needed
This is a salaried, exempt role that requires adaptability to work beyond the standard 40-hour week as necessitated by business demands
Base range for this role is $65,000 - $75,000. Pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations. For more information about the perks and benefits of working at Interface, please check out our careers page.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
