KCS Enablement Expert (Knowledge Management)

TL;DR

KCS Enablement Expert (Knowledge Management): Championing and implementing Knowledge-Centered Service practices across support, engineering, and community teams with an accent on knowledge capture workflows and technical enablement. Focus on optimizing knowledge workflows, monitoring KB health, and driving adoption of KCS v6 methodology in an open-source ecosystem.

Location: Remote - Canada (Hybrid); open to fully remote for exceptional applicants. No visa sponsorship or relocation provided.

Company

hirify.global is a leading database for modern application development, serving a significant portion of the Fortune 500.

What you will do

• 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.
• Streamline workflows for knowledge capture and align tooling with KCS practices.
• Monitor knowledge base health, focusing on article relevance, accuracy, and findability.
• Track and report KCS metrics and their impact on support KPIs such as CSAT and resolution time.
• Collaborate with documentation, product, and open-source community teams to align knowledge efforts.

Requirements

• 3+ years of experience in technical support enablement, knowledge management, or support operations.
• Strong knowledge of KCS v6 methodology (certification preferred).
• Exposure to open-source databases such as PostgreSQL, MySQL, hirify.global, or MongoDB.
• Experience with KM platforms like Confluence, Salesforce Knowledge, ServiceNow, or Guru.
• Must be based in Canada (unless an exceptional applicant for full remote).
• Eligible to work in Canada without sponsorship.

Nice to have

• 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.

Culture & Benefits

• Collaborate with high-caliber colleagues around the world.
• Environment that encourages outside-the-box thinking and empowerment.
• Unparalleled learning and growth opportunities in a game-changing organization.