Manager, Knowledge & Enablement, Global Support

🔥 12 minutes ago

🇨🇦 Canada – Remote

💵 $116k - $151k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📚 Learning and Development

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Auvik

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🏢 Enterprise

☁️ SaaS

📡 Telecommunications

Enterprise • SaaS • Telecommunications

Auvik is a provider of cloud-based network management software designed to offer IT departments and managed service providers (MSPs) visibility and control over their networks. Their software provides features such as real-time network topology mapping, network traffic analysis, and monitoring network performance. Auvik's solutions help reduce the complexity of network management, enabling faster troubleshooting and efficient management of IT infrastructure. It is utilized by various industries, including government, education, and financial services, for enhanced network visibility and management.

📋 Description

• Own the Knowledge & Enablement function for Global Support, including internal knowledge resources, external documentation, self-serve pathways, and agent enablement content • Determine the function’s strategy, approach, priorities, and success measures • Establish and communicate a content and enablement roadmap informed by customer needs, support data, product releases, and business priorities • Be accountable for self-service effectiveness, knowledge adoption, agent effectiveness, and support efficiency outcomes • Set quality standards, editorial guidelines, benchmarks, and measurable success criteria for support content • Directly manage and mentor a Content Strategist • Translate strategic priorities into assignments and deliverables • Build a collaborative, high-output team culture • Create and maintain documentation for internal support agents and external customers • Conduct content gap analysis using support tickets, AI chat interactions, search behavior, NPS feedback, and customer input • Manage and evolve the public Knowledge Base • Use AI writing and content tools in daily workflows • Evaluate and implement AI-powered solutions for content generation, gap analysis, search optimization, and lifecycle management • Establish guardrails for AI-assisted content creation • Build and maintain scalable documentation taxonomies • Define content freshness frameworks, review cycles, stale dating, and ownership models • Design lightweight governance processes for editorial consistency • Partner with Product, Engineering, Support, and customer-facing teams • Participate in feedback and testing loops for support tools, chatbots, and ticket deflection systems • Represent Knowledge & Enablement in leadership discussions using data and customer insight

🎯 Requirements

• 8+ years of experience in technical writing, content strategy, knowledge management, or documentation operations • At least 2 years in a leadership or senior individual contributor role owning a function or program end to end • Proven experience in a SaaS or technical support environment • Hands-on experience using AI tools for content creation, editing, organization, or lifecycle management; daily AI use and measurable results • Track record of building or significantly improving a knowledge or enablement program • Experience defining strategy, creating taxonomies, establishing governance, and delivering measurable outcomes tied to business metrics • Experience managing or mentoring writers or content contributors • Strong analytical skills using support data to drive priorities, measure impact, and report on function-level outcomes • Excellent communication and collaboration skills • Ability to work with SMEs, translate technical input into customer-friendly guidance, and present strategy and results to senior leadership • Experience with documentation platforms, static site generators, Markdown, Git, or similar tooling is a bonus • Familiarity with support enablement programs, onboarding content, or internal training documentation is a bonus • Experience with content localization or managing documentation for multiple product lines is a bonus • Background in building or optimizing AI-powered self-serve support experiences is a bonus

🏖️ Benefits

• Stock options for all full-time employees • Comprehensive health and dental benefits plan • Wellness spending account • GRSP matching program • Flexible paid time off • Paid parental leave program • Remote working subsidies • Ongoing feedback from leadership • Thorough and informative onboarding process • Career development programs • Flexible work-from-home arrangements

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume