KCS (Knowledge Centered Service) Enablement Expert

MariaDB plc

6d • Hybrid

About The Position

MariaDB is seeking a KCS Enablement Specialist for a contract position. This role focuses on championing Knowledge-Centered Service (KCS®) practices within the open-source database support organization. The specialist will be responsible for enabling support, engineering, and community teams to effectively capture and share knowledge, aiming to improve issue resolution times, enhance customer experience, and empower the user community. The role involves close collaboration with support engineers, technical writers, DBAs, and community contributors to foster a knowledge-first culture tailored to the open-source ecosystem.

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 preferred).
• Exposure to open-source databases such as PostgreSQL, MySQL, MariaDB, MongoDB, or similar.
• Experience with knowledge management platforms (e.g., Confluence, Salesforce Knowledge, ServiceNow, Guru).
• Proven ability to deliver effective training and coaching to technical teams.
• Excellent communication, facilitation, and project coordination skills.

Nice To Haves

• Direct contributions to or experience working with open-source communities.
• Hands-on experience with database troubleshooting, architecture, or performance tuning.
• Experience leading KCS programs in fast-growing SaaS or open-source organizations.
• Familiarity with DevOps workflows, CI/CD, or containerized database deployments.

Responsibilities

• 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 tooling (e.g., ticketing and knowledge base systems) with KCS practices to support seamless content creation and reuse.
• Identify gaps and pain points in current knowledge sharing processes and propose improvements.
• Monitor the health of the knowledge base: article relevance, reuse, accuracy, and findability.
• Collaborate with DB experts and support leads to ensure content reflects current open-source database best practices.
• Establish quality standards and review processes specific to database content (e.g., troubleshooting, performance tuning, replication issues).
• Track and report KCS metrics (e.g., article reuse, contribution rates, time to publish, self-service success).
• Deliver insights on adoption progress and impact on support KPIs (case deflection, resolution time, CSAT).
• Partner with documentation, product, and community teams to align knowledge efforts across channels (internal KB, public docs, forums, GitHub).
• Work with contributors from the open-source community to ensure knowledge is shared back when appropriate.

Benefits

• Impact the world of technology by pushing the boundaries of technology and business models, working at MariaDB.
• Be part of a game-changing organization that encourages outside-the-box thinking, values empowerment, and is truly shaping the future of the software industry.
• Collaborating with high-caliber colleagues around the world, offering unparalleled learning and growth opportunities.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed