TheAssociate Manager,Knowledge & Technical Enablement,drives the development and optimization of documentation, knowledgeplatforms, and trainingthat improve technical execution, consistency, and team capability acrossthe Security Technical Support (STS) and Security Installation Success (SIS) teams.
Well-developed knowledge and technical resources createconditionsfor scalable, effective execution.This role is instrumental in building those conditions byestablishingthe documentation, guidance, and supportframework forourSTSLevel 1, STSLevel 2, and SISteamsneed tooperatewith consistency, accountability, and confidence.This is an individual contributor role with broad organizational influence,butno direct reports.
Functional Focus
This roleownsthe developmentand ongoing maintenanceofourService Guides(a newly establishedsupport resource),troubleshooting workflows, and knowledge base content whiledeveloping and scalingaMicrosoftCopilot-enabled support environment that deliversaccurate, real-time technical guidance.It also strengthens team capability through onboarding, structured training, and ongoing mentorship.
Key Responsibilities
Knowledge & Technical Enablement
Develop andmaintainService Guides, troubleshooting workflows, and knowledge base content that provide clear, step-by-step, role-specific guidance forourtechnicians and support teams
Translate complex technical concepts into practical, real-world execution tools with defined validation checkpoints and expected outcomes
Build, structure, andoptimizea centralized Security Success Knowledge Base for accuracy, usability, and speed of access during live support
Develop and scalea 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 toidentifyroot cause trends, recurring issues, and knowledge gaps
Translate insights into updated documentation,troubleshootingworkflows, and targeted training
Maintain an ongoingfeedback loop to keep contentaccurate, relevant, andaligned withday-to-daybusiness,product,andoperationalchanges
Track effectiveness of knowledge materials in reducing repeat issues and recurring failures
Standardization & Operational Alignment
Standardizedocumentation, terminology, troubleshootingmethodology,andinstallation and servicepractices across STSLevel1, STS Level 2,andSIS
Ensure alignment between technical materials and real-world field execution and support operations
Eliminateundocumented processes and reduce variabilityin executionto enable consistent, repeatable performance
TeamDevelopmentand Enablement
In partnership with Technical Training,design and deliver structured onboarding and trainingfor STS Agents and SISCoordinatorsfocused ontechnical fundamentals, troubleshootingmethodology, and system usage
Provide ongoing technical mentorship andtargetedguidanceto close skill gaps
Reduce time toproficiencywhile strengthening ownership, confidence, and execution quality
Performance Impact & Execution Outcomes
Drive measurable improvements in:
First-Time Resolution
Reduction in Repeat Service Requests and recurring root causes
Fewer escalations
Adoption and effectiveness ofknowledgebase and Copilot-enable environment
Enable teams to:
Troubleshoot effectively andoperateindependently
Make confident technical decisions
Develop clear,accurate, and comprehensive scopes of work that define requirements, accountability,and supportsuccessfulexecution
Deliver clear, practicalguidance and structured support totechnicians
Reduce reliance on SMEs and leadership intervention
Core Competencies
Clarity & Precision – Creates structured, easy-to-follow technical content and workflows
Operational Awareness – Prioritizes real-world execution, usability, and practical application
Systems Thinking – Connects documentation, training, and support processes to performance outcomes
Ownership & Accountability – Takes responsibility for closing knowledge gaps and addressing root causes
Teaching & Development – Builds team capability through structured training and mentorship
Qualifications
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 intechnical support orfield operations,andtechnical writingorsystemsdocumentation 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 into clear, actionable content
Strong written and verbal communication skills, with the ability to communicate effectively across all levels of the organization and with external partners
Proficiencywith Microsoft Office tools and the ability to type quickly and accurately
Experience building ormanaging knowledge bases, including SharePoint or similar platforms
Familiarity with AIandMicrosoftCopilot-enabled knowledge systems
Experience delivering training and mentoring technical team members
Proven ability to work cross-functionally with Support, Engineering, and Operations
Scheduling Requirements
Standard work hours are Monday through Friday, 8:00 AM to 5:00 PM Central Time
The Security Technical Support Teamoperatesseven days a week from 7:00 AM to 8:00 PM Central Time, and this role must be available to provide support during those hours as needed
This is a salaried, exempt role that requires adaptability to work beyond the standard 40-hour week asnecessitatedby business demands
Base range for this role is $65,000 - $75,000. Pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations. For more information about the perks and benefits of working at Interface, please check out our careers page.
Interface Systems is an Equal Employment Opportunity employer - all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment, or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship.
If you need assistance or an accommodation in completing this application or during any phase of the interview process due to a disability, please contact us at recruiting@interfacesys.com Any information will be treated as confidential and only used for the purpose of determining an appropriate accommodation as part of the recruiting process.
Interface Systems is a leading managed service provider of business security, actionable insights, and purpose-built networks for multi-location businesses. We simplify operations, maximize ROI and deliver relentless support for the nation's top consumer-facing brands.
Our virtual security guards, operating from interactive security operations centers (iSOCs), use video and audio technologies to provide real-time assistance to our customer teams. Our integrated, cloud-based solutions that leverage security cameras and intrusion sensors help our customers uncover actionable data on consumer experience, employee productivity, and compliance gaps. Our network engineers can remotely monitor and troubleshoot connectivity issues to keep customer networks running 24X7.
Our managed service offerings are designed to help loss prevention, operations, and IT teams simplify their operations through vendor consolidation, innovative technologies, standardized hardware, and streamlined processes. Our extensive technology partnerships together with our domain expertise, give our customers the ability to roll out game-changing solutions and gain a significant competitive advantage.
