Manager, Knowledge & Enablement, Global Support - Auvik

Why Join Auvik?

• Impactful Technology: Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk.
• Transparent Leadership: Work with experienced, approachable leaders dedicated to driving collective success.
• Loved Product: Our customers are smart, aspirational, and highly technical.
• Learning & Growth: Regular feedback, thorough onboarding, and structured programs support your ongoing career growth.
• Flexibility: We are a fully distributed team and support working from home or wherever you are most productive.

About the Role

As the Manager, Knowledge & Enablement, you will own the Knowledge & Enablement function for Auvik's Global Support organization. You will determine the strategy, set priorities, define the approach, and be accountable for outcomes: self-service effectiveness, knowledge adoption, agent effectiveness, and support efficiency.

This is a player-coach role. With a Content Strategist reporting to you, you will set the direction for the function while staying deeply hands-on in execution. You will build and maintain the systems, content, and processes that ensure customers and support agents have the right information at the right time.

Responsibilities

• Own the Knowledge & Enablement function for Global Support, covering internal knowledge bases, public documentation, self-serve paths, and agent enablement.
• Define strategy, prioritize initiatives, and maintain a content and enablement roadmap informed by customer needs, support data, and product releases.
• Drive accountability for outcomes including deflection, resolution rates, adoption, and support efficiency.
• Set editorial guidelines, benchmarks, and measurable success criteria across all support content.
• Directly manage, mentor, and scope assignments for a Content Strategist.
• Author and maintain high-impact documentation with clarity, accuracy, and relevance.
• Conduct content gap analyses using support tickets, AI chat logs, search behavior, NPS feedback, and customer input.
• Manage and optimize the public Knowledge Base for intuitive discovery and searchability.
• Leverage AI tools for drafting, editing, content auditing, and lifecycle management, establishing best practices and quality guardrails.
• Maintain a scalable documentation taxonomy and content freshness frameworks (stale dating, review cycles).
• Partner cross-functionally with Product, Engineering, and Support to align on launches and customer feedback.
• Optimize self-serve pathways through feedback and testing loops for chatbots and ticketing deflection systems.

Qualifications

• 8+ years of experience in technical writing, content strategy, knowledge management, or documentation operations, with at least 2 years leading a function or program end to end.
• Proven background in a SaaS or technical support environment with a clear grasp of support efficiency and enablement drivers.
• Demonstrated, daily hands-on experience utilizing AI tools for content creation, organization, or lifecycle management.
• Track record of building or significantly upgrading knowledge/enablement programs, taxonomies, and governance models tied to business metrics.
• Experience managing or mentoring writers and content contributors.
• Strong analytical skills using support data (tickets, logs, search queries) to guide strategy and demonstrate impact.
• Excellent communication skills to interface with SMEs and present strategic outcomes to senior leadership.

Bonus Points

• Experience with documentation platforms, static site generators, Markdown, Git, or similar tools.
• Familiarity with support enablement programs, onboarding content, or internal training documentation.
• Experience with content localization or multi-product line documentation.
• Experience optimizing AI-driven self-serve support experiences (chatbots, intelligent search).