Community Support Specialist
Sintesys North America - ServiceNow and NearShore Specialists
AnywherePosted 12 days ago
Role: Community Engagement & Support Specialist
Location: located in Canada. Roles are fully remote.
We’re looking for a community and support manager to help facilitate online discussions, provide initial support responses, highlight user feedback, advocate for user needs, and keep the community updated with new changes.
Responsibilities
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Engage with community members through various channels, gathering feedback and fostering connections.
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Monitor and report on feedback, articles, posts, and discussions around the project.
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Respond to users' requests and feedback promptly.
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Advocate the project, encouraging active participation and engagement among contributors.
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Understand the project, investigate support questions, and escalate issues.
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Mediate conflicts and maintain a positive and inclusive atmosphere within the community.
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Keep the community in-the-know with project updates.
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Analyze project metrics to identify trends and improve community engagement... strategies.
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Collaborate with partners to develop clear documentation and tutorials to empower contributors and facilitate their involvement.
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Suggest and draft documentation to answer frequently asked user questions.
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Collect needed feedback from users, before and after escalating to the engineering team.
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Produce reproducible steps for the engineering team for user issues.
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Validate fixes for user issues before they are released.
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Raise common user concerns and ask the product team and advocate on the users’ behalf.
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Follow up with the engineering team, and push them to address user issues and feedback promptly.
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Identify conferences, partners, and possible collaborators for the team to present at or sponsor.
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Work with the Dev Rel team to ideate and organize community events or work in the project into other community events such as hackathons.
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Identify possible collaborators in the Open Source space where we see possible synergy.
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Identify participants to gather user feedback on FGA features and proposals
Skill Requirements:
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Strong communication skills in English, both written and verbal.
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Enthusiasm for open source principles and community building.
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Analytical mindset for interpreting project metrics and guiding strategic decisions.
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Prior experience in community engagement roles, preferably in open-source projects.
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Experience engaging with the community, whether through social media, online forums, newsletters, local events, etc..
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Experience in providing technical support to customers based on previous responses, team feedback, and available documentation
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Ability to work independently and collaboratively in a dynamic environment.
Nice to Have
- Development experience (JS, Node.js, PHP, Rust, etc..)
- Working experience with Databases (Postgres, Mongo, DynamoDB