🛠 Tech Stack

💼 About This Role

You'll champion Knowledge-Centered Service (KCS) practices across MariaDB's open-source database support organization, enabling support, engineering, and community teams to capture and share knowledge. Your work will drive faster issue resolution, improve customer experience, and empower the user community. This contract role offers the chance to shape knowledge sharing in a high-impact open-source environment.

🎯 What You'll Do

• Design and deliver KCS onboarding and role-based training programs
• Establish streamlined workflows for knowledge capture during support interactions
• Monitor knowledge base health: article relevance, reuse, accuracy, and findability
• Track and report KCS metrics like article reuse and case deflection

📋 Requirements

• 3+ years in technical support enablement or knowledge management
• Strong knowledge of KCS v6 methodology (certification preferred)
• Exposure to open-source databases like PostgreSQL or MySQL
• Experience with knowledge management platforms (e.g., Confluence, Salesforce Knowledge)

✨ Nice to Have

• Contributions to or experience with open-source communities
• Hands-on experience with database troubleshooting or performance tuning
• Experience leading KCS programs in fast-growing SaaS companies

🎁 Benefits & Perks

• 🌍 Remote work from anywhere in the US
• 📈 Unparalleled learning and growth collaborating with high-caliber colleagues worldwide
• 💡 Game-changing environment that encourages outside-the-box thinking

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Application via Greenhouse· 15 min
2. 2Recruiter Screen· 30 min
3. 3Hiring Manager Interview· 45 min