Security Systems Knowledge & Technical Enablement

Position Overview

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.

Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/security-systems-knowledge-technical-enablement-interface-systems