MariaDB plc - KCS (Knowledge Centered Service) Enablement Expert
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Requirements
• 3+ years of experience in technical support enablement, knowledge management, or support operations in a technical or open-source environment. • technical support enablement, knowledge management • support operations • technical or open-source environment • Strong knowledge of KCS v6 methodology (KCS Practices or Coach certification preferred). • KCS v6 methodology • Exposure to open-source databases such as PostgreSQL, MySQL, MariaDB, MongoDB, or similar. • open-source databases • 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. • 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
Responsibilities
• KCS Program Enablement • Champion the adoption of KCS v6 practices across technical support and field engineering teams. • KCS v6 practices • 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 • 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
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. • The annual anticipated U.S. base salary range for this full-time position is $80,000-$100,000, plus bonus. Actual salaries may vary and fall outside of this range depending on factors such as a candidate’s qualifications, geographic location, skills, experience, and competencies. Salaries for candidates outside the U.S. will vary based on local compensation structures. • In addition, we are often open to a wide variety of profiles, and recognize that the person we hire may be less experienced (or more senior) than the job description as posted. Salary is one component of MariaDB’s total rewards package. We provide a competitive benefits package additional benefits includes health insurance, life, and disability insurance, funds toward professional development resources, Flexible Paid Time Off (FPTO), paid holidays, 401 (k), and parental leave, a massive degree of flexibility and freedom, just to name a few!
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