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Community Engagement Officer

1 month ago

Toronto, Canada Sintesys North America - ServiceNow and NearShore Specialists Full time

We’re seeking a Community Engagement Specialist to facilitate online discussions, gather and highlight user feedback, advocate for user needs, and keep the community updated with new changes. This role is fully remote and based in Canada.
Responsibilities
Community Interaction
Engage with community members through various channels.
Respond to users’ requests and feedback promptly.
Mediate conflicts and maintain a positive community atmosphere.
Encourage active participation and engagement among contributors.
Feedback and Advocacy
Monitor and report on feedback and discussions.
Collect and escalate user feedback to the engineering team.
Produce reproducible steps for user issues and validate fixes.
Advocate for common user concerns with the product team.
Follow up with the engineering team to address user issues.
Community Updates and Documentation
Keep the community informed with project updates.
Develop clear documentation and tutorials with partners.
Draft documentation for frequently asked questions.
Event and Collaboration
Identify conferences, partners, and collaborators for team presentations.
Work with the Dev Rel team to organize community events and hackathons.
Identify potential collaborators in the Open Source space.
Strategic Analysis
Analyze project metrics to improve community engagement.
Identify participants for user feedback on FGA features.
Requirements
Strong written and verbal communication skills in English.
Enthusiasm for open source and community building.
Analytical mindset for interpreting project metrics.
Prior experience in community engagement, preferably in open-source projects (e.g., software development frameworks, libraries, tools, platforms).
Experience engaging with the community through social media, online forums, newsletters, and events.
Ability to work independently and collaboratively.
Nice to Have
Development experience (JS, Node.js, PHP, Rust, etc.).
Experience with databases (Postgres, Mongo, DynamoDB).
Technical support experience based on previous responses and available documentation.

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