[Hiring] Manager, Knowledge & Enablement, Global Support @Auvik Networks

Role Description

As the Manager, Knowledge & Enablement, you will own the Knowledge & Enablement function for Auvik's Global Support organization. You will determine the strategy, set priorities, define the approach, and be accountable for outcomes: self-service effectiveness, knowledge adoption, agent effectiveness, and support efficiency.

This is a player-coach role. With a Content Strategist reporting to you, you will set the direction for the function while staying deeply hands-on in execution. You will build and maintain the systems, content, and processes that ensure our customers and support agents have the right information at the right time, and you will measure whether it's working.

You bring deep experience in technical writing and content operations, and you use AI tools daily to move faster without sacrificing quality. You've built documentation and enablement programs before, and you know how to connect content work to real business outcomes. You will partner closely with Product, Engineering, Support Leadership, and other customer-facing teams to ensure Knowledge & Enablement is a strategic function that drives measurable improvements across Global Support.

What will I be doing?

• Own the Knowledge & Enablement function for Global Support, including internal knowledge resources, external documentation, self-serve pathways, and agent enablement content.
• Determine the strategy and approach for the function. Define what we build, how we prioritize, and how we measure success.
• Establish a content and enablement roadmap informed by customer needs, support data, product releases, and business priorities. Communicate that roadmap to stakeholders and keep it current.
• Be accountable for function-level outcomes, including self-service effectiveness (deflection, resolution rates), knowledge adoption (internal and external), agent effectiveness, and support efficiency.
• Set the standard for quality across all support content, including benchmarks, editorial guidelines, and measurable success criteria.
• Directly manage and mentor a Content Strategist, providing clear direction, regular feedback, and professional development support.
• Translate strategic priorities into well-scoped assignments and deliverables so your team always knows what to work on and why.
• Build a collaborative, high-output team culture where knowledge and enablement work is valued and visible across the organization.
• Create and maintain high-impact documentation with clarity, accuracy, and contextual relevance, grounded in the real needs of both internal support agents and external customers.
• Conduct ongoing content gap analysis using support tickets, AI chat interactions, search behavior, NPS feedback, and direct customer input to identify what's missing and what's underperforming.
• Manage and evolve the public Knowledge Base, ensuring it is searchable, intuitive, and aligned with how customers actually seek help.
• Bring hands-on expertise with AI writing and content tools (e.g., LLM-based drafting, AI-assisted editing, automated content auditing) and embed these into daily workflows to accelerate output.
• Evaluate, implement, and iterate on AI-powered solutions for content generation, gap analysis, search optimization, and lifecycle management.
• Establish best practices and guardrails for AI-assisted content creation to ensure accuracy, brand consistency, and customer trust.
• Build and maintain a scalable documentation taxonomy across internal and external resources.
• Define and implement content freshness frameworks, including stale dating, review cycles, and ownership models, to ensure documentation stays current and trustworthy.
• Design lightweight governance processes that maintain editorial consistency without creating bottlenecks.
• Partner with Product, Engineering, Support, and other customer-facing teams to align knowledge and enablement priorities with product roadmaps, feature launches, and customer feedback.
• Participate in feedback and testing loops for new support tools, chatbots, and ticket deflection systems to optimize self-serve pathways.
• Serve as the go-to voice for Knowledge & Enablement in leadership discussions, bringing data and customer insight to the table.

Qualifications

• 8+ years of experience in technical writing, content strategy, knowledge management, or documentation operations, with at least 2 years in a leadership or senior individual contributor role owning a function or program end to end.
• Proven experience in a SaaS or technical support environment, with a strong understanding of how knowledge and enablement drive customer success and support efficiency.
• Demonstrated, hands-on experience using AI tools for content creation, editing, organization, or lifecycle management. You use AI daily and can show measurable results.
• Track record of building or significantly improving a knowledge or enablement program: defining strategy, creating taxonomies, establishing governance, and delivering measurable outcomes tied to business metrics.
• Experience managing or mentoring writers or content contributors, with the ability to provide clear direction and elevate the quality of others' work.
• Strong analytical skills with the ability to use support data (tickets, chatbot logs, KB usage, search queries) to drive priorities, measure impact, and report on function-level outcomes.
• Excellent communication and collaboration skills. You can work with SMEs, translate technical input into customer-friendly guidance, and present strategy and results to senior leadership with confidence.

Benefits

• Comprehensive health and dental benefits plan.
• Wellness spending account.
• GRSP matching program.
• Flexible paid time off.
• Paid parental leave program.
• Remote working subsidies.

Company Description

Auvik delivers cloud-based network management software that gives IT teams instant visibility and control over their infrastructure — whether on-site, remote, or dispersed across global networks. Our platform automates network discovery, mapping, monitoring, configuration backups, traffic analysis and alerting, so IT professionals and MSPs can manage complex, multi-site environments with ease.

We’re focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well.

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.