KCS (Knowledge Centered Service) Enablement Expert

1 month ago
Contract
Mid Level
Customer and Technical Support
MariaDB.org

MariaDB.org

MariaDB.org is the force behind MariaDB, the leading open-source database known for its performance and stability. The company, through the MariaDB Foundation, ensures the continuous growth and support of the MariaDB ecosystem.

Internet Software & Services
11-50
Founded 2012

Description

  • Champion the adoption of KCS v6 practices across technical support and field engineering teams.
  • Design and deliver KCS onboarding, role-based training, and continuous education programs.
  • Support the development of KCS Contributor, Publisher, and Coach paths.
  • Establish and streamline workflows for capturing knowledge during support and engineering interactions.
  • Align ticketing and knowledge base tools with KCS practices to enable content creation and reuse.
  • Identify gaps and pain points in current knowledge-sharing processes and recommend improvements.
  • Monitor knowledge base health, including article relevance, reuse, accuracy, and findability.
  • Collaborate with database experts and support leads to keep content aligned with current best practices.
  • Establish quality standards and review processes for technical database content.
  • Track and report KCS metrics and provide insights on adoption progress and support outcomes.

Requirements

  • 3+ years of experience in technical support enablement, knowledge management, or support operations in a technical or open-source environment.
  • Strong knowledge of KCS v6 methodology; KCS Practices or Coach certification is preferred.
  • Exposure to open-source databases such as PostgreSQL, MySQL, MariaDB, MongoDB, or similar.
  • Experience with knowledge management platforms such as Confluence, Salesforce Knowledge, ServiceNow, or Guru.
  • Proven ability to deliver effective training and coaching to technical teams.
  • Excellent communication, facilitation, and project coordination skills.
  • Direct experience working with open-source communities is preferred.
  • Hands-on experience with database troubleshooting, architecture, or performance tuning is preferred.
  • Experience leading KCS programs in fast-growing SaaS or open-source organizations is preferred.
  • Familiarity with DevOps workflows, CI/CD, or containerized database deployments is preferred.

Benefits

  • Remote role based in Canada, with hybrid setup and openness to fully remote work for exceptional applicants.
  • Opportunity to work on technology used by companies worldwide, including a large share of the Fortune 500.
  • Collaborative environment with high-caliber colleagues around the world.
  • Strong learning and growth opportunities.
  • Inclusive, equal-opportunity workplace that values diverse experiences and perspectives.
  • Accommodations provided for individuals with disabilities during the application and interview process.

Interested in this position?

Apply directly on the company website

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