Remote Knowledge & Enablement Manager

Auvik Networks Inc.; United States; Remote; USD 82,000 - 107,000; Full time

Job summary

Auvik is hiring a Manager, Knowledge & Enablement to lead the Global Support knowledge strategy. You will drive self-serve content, agent enablement, and documentation programs, while hands-on shaping taxonomy, governance, and AI-assisted workflows.

You will partner with Product, Engineering and Support to ensure content aligns with product roadmaps and customer feedback, while mentoring a Content Strategist and measuring impact across the organization.

Qualifications

• 8+ years in technical writing, content strategy, knowledge management, or docs, incl. a leadership role.
• SaaS or tech support background with measurable enablement impact.
• Hands-on experience using AI writing tools daily with measurable results.
• Track record building knowledge/enablement programs with governance and taxonomy.
• Experience mentoring writers or contributors and providing direction.
• Strong analytics using support data to drive priorities and outcomes.
• Excellent communication and collaboration with SMEs and leadership.

Responsibilities

• Own Knowledge & Enablement for Global Support including internal/external docs and self-serve content.
• Define strategy, priorities, and measurement for the function.
• Build and maintain content roadmap aligned to needs, data, and product away.
• Manage outcomes: deflection, adoption, agent effectiveness, efficiency.
• Set quality standards, editorial guidelines, and success criteria.
• Directly manage and mentor a Content Strategist.
• Translate priorities into scoped assignments and deliverables for the team.
• Foster a collaborative, high-output team culture with visible work.
• Develop high-impact documentation grounded in real customer and agent needs.
• Conduct content gap analyses using tickets, AI chats, search, and feedback.
• Evolve public Knowledge Base to be searchable and intuitive.
• Embed AI writing and content tools into daily workflows.
• Establish governance for AI-assisted content to ensure accuracy and brand.
• Build scalable documentation taxonomy and freshness frameworks.
• Design lightweight governance that avoids bottlenecks.
• Collaborate with Product, Engineering, Support to align knowledge with roadmaps.
• Participate in feedback loops for new support tools to optimize self-serve.
• Be the go-to voice for Knowledge & Enablement in leadership discussions.

Skills

Technical writing

Content strategy

Knowledge management

Leadership

SaaS experience

AI tools

Tools

Markdown

Git

AI writing tools

Job description

Auvik is hiring a Manager, Knowledge & Enablement to lead the Global Support knowledge strategy. You will drive self-serve content, agent enablement, and documentation programs, while hands-on shaping taxonomy, governance, and AI-assisted workflows.

You will partner with Product, Engineering and Support to ensure content aligns with product roadmaps and customer feedback, while mentoring a Content Strategist and measuring impact across the organization.