KCS (Knowledge Centered Service) Enablement Expert

The Opportunity

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.