KCS (Knowledge Centered Service) Enablement Expert

About the role

We're looking for a KCS Enablement Specialist in a contract position with a passion for knowledge sharing and technical enablement to champion Knowledge-Centered Service (KCS®) practices across our open-source database support organization. In this role, you'll be responsible for enabling support, engineering, and community teams to effectively capture and share knowledge that supports faster issue resolution, improves customer experience, and empowers our user community. You will work closely with support engineers, technical writers, DBAs, and community contributors to embed a knowledge-first culture that aligns with the unique demands of the open-source ecosystem.

Responsibilities

• KCS Program Enablement
• 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.
• Knowledge Workflow Optimization
• 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.
• Quality & Governance
• 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).
• Metrics & Insights
• 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).
• Collaboration
• 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

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.
• Bonus Experience and Skills
• 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.
• Location
• Remote - US
• What's in It for You?

Benefits

Additional Information

MariaDB is making a big impact on the world. Whether you're checking your bank account, buying a coffee, shopping online, making a phone call, listening to music, taking out a loan or ordering takeout - MariaDB is the backbone of applications used everyday. Companies small and large, including 75% of the Fortune 500, run MariaDB, touching the lives of billions of people. With massive reach through Linux distributions, enterprise deployments and public clouds, MariaDB is uniquely positioned as the leading database for modern application development.

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Company Intel

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