Manager, Knowledge & Enablement, Global Support

Home-based: Canada

Posted Oct 9, 2026

Why should you consider joining Auvik?

• You want to work at a company that is building impactful, relevant technology. Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It’s more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.

• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.

• You want to work with a product customers love. People rave about what we’ve built. Our customers are smart, aspirational, and highly technical. It pays to get the details right.

• You want regular opportunities for learning and growth. With ongoing feedback from leadership, you’ll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

• You want the flexibility to manage your work, your way. We’re a fully distributed team and we’re prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.

What’s this role about?

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 our customers and support agents have the right information at the right time, and you will measure whether it's working. You bring deep experience in technical writing and content operations, and you use AI tools daily to move faster without sacrificing quality. You've built documentation and enablement programs before, and you know how to connect content work to real business outcomes. You will partner closely with Product, Engineering, Support Leadership, and other customer-facing teams to ensure Knowledge & Enablement is a strategic function that drives measurable improvements across Global Support.

What will I be doing?

• Own the Knowledge & Enablement function for Global Support, including internal knowledge resources, external documentation, self-serve pathways, and agent enablement content.

• Determine the strategy and approach for the function. Define what we build, how we prioritize, and how we measure success.

• Establish a content and enablement roadmap informed by customer needs, support data, product releases, and business priorities. Communicate that roadmap to stakeholders and keep it current.

• Be accountable for function-level outcomes, including self-service effectiveness (deflection, resolution rates), knowledge adoption (internal and external), agent effectiveness, and support efficiency.

• Set the standard for quality across all support content, including benchmarks, editorial guidelines, and measurable success criteria.

• Directly manage and mentor a Content Strategist, providing clear direction, regular feedback, and professional development support.

• Translate strategic priorities into well-scoped assignments and deliverables so your team always knows what to work on and why.

• Build a collaborative, high-output team culture where knowledge and enablement work is valued and visible across the organization.

• Create and maintain high-impact documentation with clarity, accuracy, and contextual relevance, grounded in the real needs of both internal support agents and external customers.

• Conduct ongoing content gap analysis using support tickets, AI chat interactions, search behavior, NPS feedback, and direct customer input to identify what's missing and what's underperforming.

• Manage and evolve the public Knowledge Base, ensuring it is searchable, intuitive, and aligned with how customers actually seek help.

• Bring hands-on expertise with AI writing and content tools (e.g., LLM-based drafting, AI-assisted editing, automated content auditing) and embed these into daily workflows to accelerate output.

• Evaluate, implement, and iterate on AI-powered solutions for content generation, gap analysis, search optimization, and lifecycle management.

• Establish best practices and guardrails for AI-assisted content creation to ensure accuracy, brand consistency, and customer trust.

• Build and maintain a scalable documentation taxonomy across internal and external resources.

• Define and implement content freshness frameworks, including stale dating, review cycles, and ownership models, to ensure documentation stays current and trustworthy.

• Design lightweight governance processes that maintain editorial consistency without creating bottlenecks.

• Partner with Product, Engineering, Support, and other customer-facing teams to align knowledge and enablement priorities with product roadmaps, feature launches, and customer feedback.

• Participate in feedback and testing loops for new support tools, chatbots, and ticket deflection systems to optimize self-serve pathways.

• Serve as the go-to voice for Knowledge & Enablement in leadership discussions, bringing data and customer insight to the table.

What are we looking for?

• 8+ years of experience in technical writing, content strategy, knowledge management, or documentation operations, with at leas…