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.
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.
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
Build, structure, and optimize a centralized Security Success Knowledge Base for accuracy, usability, and speed of access during live support
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
Maintain an ongoing feedback loop to keep content accurate, relevant, and aligned with day-to-day business, product, and operational changes
Standardization & Operational Alignment
Standardize documentation, terminology, troubleshooting methodology, and installation and service practices across STS Level 1, STS Level 2, and SIS
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
Performance Impact & Execution Outcomes
Develop clear, accurate, and comprehensive scopes of work that define requirements, accountability, and support successful execution
Access control, business intelligence solutions, CCTV/VMS (IP and analog), intrusion and fire alarm systems, and two-way audio technologies
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 [email protected]. Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
