MariaDB plc - KCS (Knowledge-Centered Service) Enablement Consultant - Contract
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. • 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. • Remote - Canada – Hybrid (Open to fully remote for exceptional applicants)
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). • 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 • Metrics & Insights
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. You’ll be collaborating with high-caliber colleagues around the world, offering unparalleled learning and growth opportunities.
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