Manager, Knowledge & Enablement, Global Support

auviknetworks; United States; Remote; USD 81,000 - 106,000; Full time

Benefits offered by this job

Health and dental coverage

Wellness account

Retirement matching

Flexible paid time off

Paid parental leave

Remote work subsidies

Stock options

Job summary

Auvik Networks seeks a Head of Knowledge and Enablement to lead a global, fully distributed support organization. This hands-on manager role guides a content strategist and creates resources for customers and agents to improve self-service and support outcomes.

You will set the strategy, prioritize internal knowledge and product documentation, measure impact, and collaborate with product, engineering, and customer-facing teams to align content with product changes and business priorities.

Qualifications

• Deep experience in technical writing and content operations.
• Experience building documentation and enablement programs with business impact.
• Regular use of AI tools to improve speed while maintaining quality.
• Ability to set direction and manage priorities while executing.
• Ability to collaborate across product, engineering, support, and customer-facing teams.

Responsibilities

• Set priorities and a roadmap for internal knowledge, product documentation, self-service, and agent enablement.
• Use customer needs, support data, product releases, and business priorities to identify content gaps and plan improvements.
• Define quality standards and measures for content, knowledge adoption, self-service effectiveness, agent performance, and support efficiency.
• Create and maintain clear, accurate documentation grounded in customer and agent needs.
• Manage and mentor a content strategist, translating priorities into scoped work and providing regular feedback.
• Work with product, engineering, support leadership, and customer-facing teams to align content with product changes and support needs.

Skills

Technical writing

Content operations

AI in content

Strategic leadership

Cross-functional collaboration

Job description

Role overview

Lead the knowledge and enablement function for a global support organization, setting its strategy and taking responsibility for measurable results. This is a hands‑on manager role: you will guide a content strategist while creating and improving resources for both customers and support agents.

Responsibilities

• Set priorities and a roadmap for internal knowledge, product documentation, self‑service, and agent enablement.
• Use customer needs, support data, product releases, and business priorities to identify content gaps and plan improvements.
• Define quality standards and measures for content, knowledge adoption, self‑service effectiveness, agent performance, and support efficiency.
• Create and maintain clear, accurate documentation grounded in customer and agent needs.
• Manage and mentor a content strategist, translating priorities into scoped work and providing regular feedback.
• Work with product, engineering, support leadership, and customer‑facing teams to align content with product changes and support needs.

Requirements

• Deep experience in technical writing and content operations.
• Experience building documentation and enablement programs and connecting content work to business outcomes.
• Regular use of AI tools to improve speed while maintaining content quality.
• Ability to set direction, manage priorities, and remain directly involved in execution.
• Ability to collaborate across product, engineering, support, and customer‑facing teams.

Benefits and work setup

• The organization is fully distributed and supports working remotely.
• Full‑time benefits described in the listing include health and dental coverage, a wellness account, retirement matching, flexible paid time off, paid parental leave, remote work subsidies, and stock options.
• The stated hiring range is $116,000–$151,000 CAD.