Develop and maintain Service Guides, troubleshooting workflows, and knowledge base content that provide clear, step-by-step, role-specific guidance for our technicians and support teams
Translate complex technical concepts into practical, real-world execution tools with defined validation checkpoints and expected outcomes
Security Systems Knowledge & Technical Enablement at Interfacesystems
Build, structure, and optimize a centralized Security Success Knowledge Base for accuracy, usability, and speed of access during live support
Develop and scale a Copilot-enabled environment, ensuring content is structured for effective AI-driven retrieval and real-time guidance
Root Cause Integration & Continuous Improvement
Partner with STS, SIS, Field Operations, Engineering, and Product teams to identify root cause trends, recurring issues, and knowledge gaps
Translate insights into updated documentation, troubleshooting workflows, and targeted training
Maintain an ongoing feedback loop to keep content accurate , relevant, and aligned with day-to-day business , product , and operational changes
Track effectiveness of knowledge materials in reducing repeat issues and recurring failures
Standardization & Operational Alignment
S tandardiz e documentation, terminology, troubleshooting m ethodology , and installation and service practices across STS Level 1, STS Level 2, and SIS
Ensure alignment between technical materials and real-world field execution and support operations
Eliminate undocumented processes and reduce variability in execution to enable consistent, repeatable perfor man ce
Team Development and Enablement
In partnership with Technical Training, d esign and deliver structured onboarding and training for STS Agents and SIS Coordinators focused on technical fundamentals, troubleshooting methodology , and system usage
Provide ongoing technical mentorship and targeted guidance to close s kill gaps
Reduce time to proficiency while strengthening ownership, confidence, and execution quality
Perfor man ce Impact & Execution Outcomes
Drive measurable improvements in:
First-Time Resolutio n
Reduction in Repeat Service Requests and recurring root causes
Fewer escalations
Adoption and effectiveness of k nowledge b ase and Copilot -enable environment
Enable teams to:
Troubleshoot effectively and operate independently
Make confident technical decisions
Develop clear, accurate , and comprehensive scopes of work that define requirements , accountability, and support successful execution
Deliver clear , practical guidance and structured support to technician s
Reduce reliance on SMEs and leadership intervention
Operational Awareness - Prioritizes real-world execution, usability, and practical application
Systems Thinking - Connects documentation, training, and support processes to perfor man ce outcomes
Ownership & Accountability - Takes responsibility for closing knowledge gaps and addressing root causes
Teaching & Development - Builds team capability through structured training and mentorship
Requirements
5+ years of experience with security systems and a strong technical background across supported solution offerings, including:
Access control, business intelligence solutions, CCTV/VMS (IP and analog), intrusion and fire alarm systems, and two-way audio technologies
Candidates with experience in technical suppor t or field operations, and technical writing or systems documentation are preferred.
Experience in process optimization, data analysis, systems integration, and automation
Experience creating troubleshooting guides, workflows, and technical training materials
Ability to translate complex technical concepts int
Additional Information
Position Overview
The Associate Manager , Knowledge & Technical Enablement , drives the development and optimization of documentation, knowledge platforms , and training that improve technical execution, consistency, and team capability across the Security Technical Support (STS) and Security Installation Success (SIS) teams.
Well-developed knowledge and technical resources create conditions for scalable, effective execution. This role is instrumental in building those conditions by establishing the documentation, guidance, and support framework for our STS Level 1 , STS Level 2 , and SIS teams need to operate with consistency, accountability, and confidence. This is an individual contributor role with broad organizational influence, but no direct reports.
Functional Focus
This role owns the development and ongoing maintenance of our Service Guides ( a newly established support resource), troubleshooting workflows, and knowledge base content while developing and scaling a Microsoft Copilot-enabled support environment that delivers accurate , real-time technical guidance. It also strengthens team capability through onboarding, structured training, and ongoing mentorship.
Interfacesystems · Worldwide