Security Systems Knowledge & Technical Enablement

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

Do you have experience in AI-driven automation?, * 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.

3.83.8 out of 5 stars Remote $65,000 - $75,000 a year - Full-time