Support Knowledge & AI Leader
TLDR
Lead the design and ownership of the Knowledge Lifecycle for Technical Support, ensuring operational knowledge is AI-ready and integrated into daily workflows.
Summary
Data has never been more valuable and vulnerable. As cybercriminals become more sophisticated and regulations more strict, organizations struggle to answer one key question: “Is my data safe?"
At Varonis, we see the world of cybersecurity differently. Instead of chasing threats, we believe the most practical approach is protecting data from the inside out. We’ve built the industry’s first fully autonomous Data Security Platform to help our customers dramatically reduce risk with minimal human effort.
At Varonis, we move fast. We’re an ultra-collaborative company with brilliant people who care deeply about the details. Together, we’re solving interesting and complex puzzles to keep the world’s data safe.
We work in a flexible, hybrid model, so you can choose the home-office balance that works best for you.
Role Overview:
We are looking for a Knowledge & AI Enablement Manager with proven experience in Knowledge Management and AI driven systems to design, build, and own the complete Knowledge Lifecycle for Technical Support.
This role defines how operational knowledge is created, governed, maintained, and embedded into daily Support workflows, while ensuring it is AI ready and serves as a trusted, high quality input for AI models across the organization.
Key Responsibilities:
Knowledge Lifecycle Ownership:
- Own and build the end-to-end Knowledge Lifecycle for Support, from case-driven knowledge creation through continuous improvement and reuse
- Define how knowledge is captured from cases, incidents, and escalations and transformed into structured, reusable, high-impact assets
- Establish governance models for knowledge quality, validation, ownership, versioning, and ongoing maintenance
- Design and operationalize workflows that embed knowledge creation, review, and updates into daily Support activitie
- Define and implement a RACI model for knowledge creation, review, approval, and maintenance
Knowledge and AI Readiness:
- Own KM platform configuration, Search and analytics tooling, taxonomy, publishing workflows, and integration with case management and AI retrieval pipelines
- Define and enforce standards that ensure Support knowledge is structured, tagged, and maintained to be fully consumable by AI systems such as LLMs, RAG pipelines, semantic search, automation, and recommendation engines
- Partner closely with Data, AI, and Engineering teams to align knowledge models, structure, and lifecycle with AI consumption requirements and future AI roadmaps
- Act as the primary owner of the Support knowledge layer that feeds AI, ensuring consistency, reliability, and scalability
Measurement, Feedback, and Adoption
- Define, track, and continuously improve KPIs including knowledge coverage, freshness, reuse, case deflection, and measurable AI performance impact
- Establish feedback loops that surface insights from AI usage and knowledge gaps back to Support Engineers, driving better case handling and higher quality knowledge creation
- Lead change management initiatives to drive adoption, accountability, and consistent knowledge behaviors across global Support teams
Required Experience and Skills:
- Minimum 5 years of experience in Knowledge Management within B2B systems or organizations (Salesforce Knowledge, SearchUnify, Confluence, etc.)
- Bachelor’s degree in a relevant field (e.g., Information Systems, Knowledge Management, Business Administration, or similar) – required.
- Hands-on experience working with AI systems that consume enterprise knowledge, including LLM-based solutions, RAG, or semantic search
- Strong understanding of how knowledge structure, quality, and governance directly impact AI accuracy and effectiveness
- Experience designing scalable, governed information and knowledge processes
- Proven ability to translate strategy into operational execution
- Strong stakeholder management and cross-functional leadership skills
- Fluent English, spoken and written
Nice to Have:
- Experience in Support Operations or Technical Support environments
- Familiarity with case management platforms and self-service deflection models
- Experience with taxonomy design, information architecture, and content lifecycle management
We invite you to check out our Instagram Page to gain further insight into the Varonis culture!
@VaronisLife
Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.
#LI-Hybrid
Benefits
Remote-Friendly
We work in a flexible, hybrid model, so you can choose the home-office balance that works best for you.
Varonis builds advanced data security solutions that empower organizations to detect insider threats and ensure secure data access. Targeting enterprises navigating complex data environments, their cloud-native Data Security Platform automates threat detection and data classification, providing peace of mind in a landscape where data protection is paramount.
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