Remote Knowledge & Enablement Lead

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

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.