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KCS (Knowledge Centered Service) Enablement Expert

3 hours, 50 minutes ago
Europe, United Kingdom
Contract
Mid Level
Customer Support
Customer and Technical Support
CI/CD Confluence GitHub MariaDB MongoDB MySQL PostgreSQL
Apply Now
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
View All Jobs 33

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 KCS Contributor, Publisher, and Coach development paths.
  • Establish and streamline workflows for knowledge capture during support and engineering interactions.
  • Align ticketing and knowledge base tools with KCS practices to support content creation and reuse.
  • Identify gaps and pain points in current knowledge sharing processes and propose improvements.
  • Monitor knowledge base health, including article relevance, reuse, accuracy, and findability.
  • Collaborate with database experts and support leads to ensure content reflects current open-source database best practices.
  • Establish quality standards and review processes for database troubleshooting, performance tuning, and replication content.
  • Track and report KCS metrics and deliver insights on adoption progress and support KPI impact.

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 contributions to or 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 position based in the UK or EU.
  • Opportunity to shape knowledge practices across a globally used open-source database platform.
  • Collaborative work with colleagues around the world.
  • Strong learning and growth opportunities.
  • Inclusive and welcoming workplace with equal opportunity employment.
  • Accommodation support for individuals with disabilities during the application and interview process.

Interested in this position?

Apply directly on the company website

Apply Now

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