AI-Powered Knowledge & Enablement Leader

Auvik Networks Inc.; Toronto; Remote; CAD 116,000 - 151,000; Full time

Benefits offered by this job

Stock options

Health and dental benefits

Wellness spending account

GRSP matching

Flexible paid time off

Paid parental leave

Remote working subsidies

Job summary

Auvik is seeking a Manager, Knowledge & Enablement to lead the Knowledge & Enablement function for Global Support. You will shape strategy, set priorities, and deliver measurable improvements in self-service, knowledge adoption, and agent effectiveness.

Reporting to leadership, you will mentor a Content Strategist, build scalable content and taxonomy, and partner with Product, Engineering, and Support to ensure content drives customer outcomes.

Qualifications

• 8+ years in technical writing, content strategy, or knowledge management with leadership exposure.
• SaaS or tech support background with proven impact on customer success and efficiency.
• Hands-on use of AI tools for content creation and lifecycle management.

Responsibilities

• Own knowledge and enablement for Global Support, including resources and self-serve content.
• Define strategy, priorities, and success metrics for the function.
• Build a content roadmap aligned with customer needs and product releases.
• Manage and mentor a Content Strategist, with regular feedback.
• Collaborate with Product, Engineering, Support to align priorities.
• Evolve the public Knowledge Base for searchability and usefulness.

Skills

Technical writing

Content strategy

Knowledge management

Leadership

SaaS support

AI tools

Analytics

Tools

Markdown

Job description

Auvik is seeking a Manager, Knowledge & Enablement to lead the Knowledge & Enablement function for Global Support. You will shape strategy, set priorities, and deliver measurable improvements in self-service, knowledge adoption, and agent effectiveness.

Reporting to leadership, you will mentor a Content Strategist, build scalable content and taxonomy, and partner with Product, Engineering, and Support to ensure content drives customer outcomes.