Community
We are currently hiring a Research Advocate and Support Engineer
Community builds and sustains a thriving ecosystem around our product by connecting with users, fostering knowledge sharing, and removing barriers to success.
Community is built around two main pillars:
Support provides essential resources and aid, ensuring success.
Advocacy enthusiastically repesents Redivis, amplifies user voices, and brings our community together.
Roles
Junior Research Advocate & Support Engineer
This role is generally an introductory role that operates reactively inside the community team.
Time frame: 0-2 years experience
Answer inbound support queries triaged to you
Create and edit support materials within a specific topic/page/video
Edit copy for external communications
Contribute to example and demo materials
Attend events and represent Redivis well
Have a general understanding of the Redivis product, use cases, and users
Collaborate effectively with community team members
Intermediate Research Advocate & Support Engineer
This role is beginning to take on more proactive work within the community team and responding to needs from other teams as requested.
Time frame: 1-4 years experience
In addition to previous levels:
Triage inbound requests to yourself and others
Create and edit support materials across multiple topics/pages/videos
Provide 1-on-1 support to researchers or administrators in most contexts
Write external communications on a given topic
Build example and demo materials with guidance
Speak or present at events as part of a group effort
Have a clear and insightful understanding of the Redivis product, use cases, and users
Respond clearly to team members in different roles across the company from a community context
Advanced Research Advocate & Support Engineer
This role operates independently on community team tasks with strategic guidance and regularly keeps other teams updated.
Time frame: 3-5 years experience
In addition to previous levels:
Triage inbound requests and respond independently to almost all of them
Reorganize support materials within specific topics/pages/videos
Successfully onboard new groups
Create topics for external communications with strategic guidance
Plan and execute example materials with strategic guidance
Create and present talks at events independently
Contribute to the company-wide understanding of how the Redivis product is used and perceived
Regularly summarize your community work to the rest of the company clearly and effectively
Understand how community work fits into to other team workflows
Senior Research Advocate & Support Engineer
This role is fully capable at daily community work and is focused on building systems to identify and work across multiple community team issues, and contribute to broader company projects.
Time frame: 5-8 years experience
In addition to previous levels:
Create systems to track and understand support needs for Redivis to inform future support work and planning
Create and maintain onboarding materials
Think holistically about support materials and make updates across multiple formats
Create and maintain systems to triage inbound requests
Create multi-platform or multi-stage external communications with a clear strategic purpose
Create strategies for example materials and demos
Identify events to attend and plan a strategy for attending them
Develop systems to capture and report out how the Redivis product is used and perceived
Proactively communicate community needs and strategic plans to the company
Actively contribute to other team workflows through QA and feedback from a community context
If Manager: Oversees projects undertaken by other team members, offering strategic guidance.
Staff Research Advocate & Support Engineer
This role is setting the broader strategy for community team projects and integrating closely with other team functions.
Time frame: 8+ years of experience, 10+ Redivis team members
In addition to previous levels:
Understand available support tools, and inform our broad company approach to different methods and systems for support
Create onboarding plans alongside business aims.
Understand communication channels and create strategic plans to effectively position Redivis in the broader community alongside marketing aims.
Have a strong awareness of the broader community Redivis is a part of and build relationships with members of those groups.
Proactively advocate for broader company initiatives and updates informed by community work
If Senior Manager: Facilitates reports' ability to create strategic plans and coordinate across multiple team members.
Head of Community
This role oversees the entire community team, setting long term strategic goals and acting as the face of Redivis to our external community
Time frame: 10+ years of experience, 10+ Redivis team members
In addition to previous levels
Have a clear, articulated vision for the Redivis community
Be a leader in the broader research data tools ecosystem
Make decisions on what tools and systems should be used for community work internally
Inform overall company planning and decision making
If Director: Oversee full team operations and strategic coordination.
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