Position Overview: The Associate Manager, Knowledge & Technical Enablement, leads the development and optimization of documentation, knowledge platforms, and training to improve technical execution, consistency, and team capability across the Security Technical Support (STS) and Security Installation Success (SIS) teams. This is an individual contributor role with broad organizational influence and no direct reports.
Position Overview: The Associate Manager, Knowledge & Technical Enablement, leads the development and optimization of documentation, knowledge platforms, and training to improve technical execution, consistency, and team capability across the Security Technical Support (STS) and Security Installation Success (SIS) teams. This is an individual contributor role with broad organizational influence and no direct reports.
Develop and maintain Service Guides, troubleshooting workflows, and knowledge base content with clear, step-by-step guidance for technicians and support teams. Translate complex technical concepts into practical tools with defined validation checkpoints and outcomes. Build and maintain a centralized Security Success Knowledge Base for fast, accurate access. Scale a Copilot-enabled environment for AI-driven retrieval and real-time guidance. Lead onboarding and structured training to raise team proficiency; provide ongoing mentorship. Additional areas: Root Cause Integration & Continuous Improvement — Partner with STS, SIS, Field Operations, Engineering, and Product to identify trends, translate insights into updated docs, and maintain content relevance. Standardization & Operational Alignment — Standardize documentation, terminology, and support practices across STS L1/L2 and SIS; align materials with field execution; reduce undocumented processes. Team Development & Enablement — Design onboarding and training for STS Agents and SIS Coordinators; reduce time to proficiency and build ownership. Performance Impact — Drive improvements in Firs
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Based on: Security Systems Technical Writer
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Develop and maintain Service Guides, troubleshooting workflows, and knowledge base content with clear, step-by-step guidance for technicians and support teams. Translate complex technical concepts into practical tools with defined validation checkpoints and outcomes. Build and maintain a centralized Security Success Knowledge Base for fast, accurate access. Scale a Copilot-enabled environment for AI-driven retrieval and real-time guidance. Lead onboarding and structured training to raise team proficiency; provide ongoing mentorship. Additional areas: Root Cause Integration & Continuous Improvement — Partner with STS, SIS, Field Operations, Engineering, and Product to identify trends, translate insights into updated docs, and maintain content relevance. Standardization & Operational Alignment — Standardize documentation, terminology, and support practices across STS L1/L2 and SIS; align materials with field execution; reduce undocumented processes. Team Development & Enablement — Design onboarding and training for STS Agents and SIS Coordinators; reduce time to proficiency and build ownership. Performance Impact — Drive improvements in Firs
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Based on: Security Systems Technical Writer
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