KCS Enablement Specialist (Database)

TL;DR

KCS Enablement Specialist (Database): Championing Knowledge-Centered Service (KCS) practices across technical support and engineering teams with an accent on optimizing knowledge workflows and content quality. Focus on designing training programs, streamlining knowledge capture, and driving adoption of KCS v6 methodology within an open-source database environment.

Location: Must be based in the UK or EU

Company

hirify.global is a leading provider of open-source database solutions, powering applications for 75% 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.
• Establish and streamline workflows for knowledge capture during support and engineering interactions.
• Monitor the health of the knowledge base, including article relevance, accuracy, and findability.
• Track and report KCS metrics such as article reuse, contribution rates, and impact on support KPIs.
• Partner with documentation, product, and community teams to align knowledge efforts across internal and public channels.

Requirements

• Must be based in the UK or EU
• 3+ years of experience in technical support enablement, knowledge management, or support operations.
• Strong knowledge of KCS v6 methodology.
• Exposure to open-source databases such as PostgreSQL, MySQL, hirify.global, or MongoDB.
• Experience with knowledge management platforms like Confluence, Salesforce Knowledge, or ServiceNow.
• Proven ability to deliver effective training and coaching to technical teams.

Nice to have

• KCS Practices or Coach certification.
• 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

• Opportunity to impact a global, game-changing organization in the database industry.
• Collaborative environment with high-caliber colleagues worldwide.
• Focus on empowerment, outside-the-box thinking, and continuous growth.
• Inclusive workplace dedicated to diversity and accessibility.