Note: The job is a remote job and is open to candidates in USA. Interface Systems is a company focused on enhancing technical execution in security systems. They are seeking an Associate Manager, Knowledge & Technical Enablement to develop and maintain documentation, knowledge platforms, and training to improve team capability and consistency across their technical support teams.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- Candidates with experience in technical support or field operations, and technical writing or systems documentation are preferred
Benefits
- For more information about the perks and benefits of working at Interface, please check out our careers page.
Company Overview