Community Support Specialist

3 weeks ago

Canada Sintesys North America - ServiceNow and NearShore Specialists Full time

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


• Engage with community members through various channels, gathering feedback and fostering connections.

• Monitor and report on feedback, articles, posts, and discussions around the project.

• Respond to users' requests and feedback promptly.

• Advocate the project, encouraging active participation and engagement among contributors.

• Understand the project, investigate support questions, and escalate issues.

• Mediate conflicts and maintain a positive and inclusive atmosphere within the community.

• Keep the community in-the-know with project updates.

• Analyze project metrics to identify trends and improve community engagement strategies.

• Collaborate with partners to develop clear documentation and tutorials to empower contributors and facilitate their involvement.

• Suggest and draft documentation to answer frequently asked user questions.

• Collect needed feedback from users, before and after escalating to the engineering team.

• Produce reproducible steps for the engineering team for user issues.

• Validate fixes for user issues before they are released.

• Raise common user concerns and ask the product team and advocate on the users’ behalf.

• Follow up with the engineering team, and push them to address user issues and feedback promptly.

• Identify conferences, partners, and possible collaborators for the team to present at or sponsor.

• Work with the Dev Rel team to ideate and organize community events or work in the project into other community events such as hackathons.

• Identify possible collaborators in the Open Source space where we see possible synergy.

• Identify participants to gather user feedback on FGA features and proposals


Skill Requirements:

• Strong communication skills in English, both written and verbal.

• Enthusiasm for open source principles and community building.

• Analytical mindset for interpreting project metrics and guiding strategic decisions.

• Prior experience in community engagement roles, preferably in open-source projects.

• Experience engaging with the community, whether through social media, online forums, newsletters, local events, etc..

• Experience in providing technical support to customers based on previous responses, team feedback, and available documentation

• 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)

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