Technical Support and Community Manager Job Description

Title: Technical Support & Community Manager 

Duration: 9-12 months

Hours per week: Part-time (20 hours)

Application form here

Job description: Measurement Lab is seeking a Technical Support and Community Manager to support the expansion of the M-Lab platform and network of infrastructure partners. This work is part of a collaboration between M-Lab and UNICEF Giga to increase Internet measurement sites in order to support global connectivity in schools. The Technical Platform and Community Manager will work across the technical and programmatic team at M-Lab to ensure effective communication, documentation, and project management for new site hosts and members of the recently launched Community of Practice. This role will also support the platform engineers to test new server hardware specifications for compatibility with the existing M-Lab infrastructure, processes, and services, and coordinating deployments with partner organizations. The role will also collaborate with technical staff from partner organizations throughout the deployment process, including setup, monitoring, and operational support of new servers. The role will also maintain and strengthen M-Lab’s network of infrastructure partners, ensuring effective collaboration. This role may occasionally travel to represent M-Lab at events and develop partnerships. 

Duties & Responsibilities 

Platform Support & Design 

  • Support platform engineering team to develop specifications for new server hardware and software environments.

  • Support the testing of new server hardware for compatibility with the M-Lab platform, processes, and services.

  • Coordinate with infrastructure partners and site hosts on the deployment (getting the hardware racked, cabled and wired) and operation (booted to M-Lab media and connected to the Internet) of new servers. 

  • Ensure smooth integration of new hardware with existing monitoring and service frameworks.

  • Support troubleshooting and technical issue resolution during deployments.

Technical Community Management 

  • Coordinate with the M-Lab team and external partners to ensure effective communication, documentation, and project management for new deployments.

  • Act as the “first responder” to provide technical support to site hosts. 

  • Create and maintain technical infrastructure for a Community of Practice such as mailing lists, Slack channels, etc. 

  • Lead in communications with a global network of infrastructure partners.

  • Create documentation for local site host technicians.

  • Create communication and training material for M-Lab’s infrastructure deployment.

  • Travel and represent M-Lab at public events and give presentations to support the CoP and/or recruit new site hosts.

Required Skills and Qualifications:

  • Knowledge of Linux systems administration and network troubleshooting.

  • Experience with containerized/cloud-native environments (Docker, Kubernetes).

  • Strong communication and collaboration skills.

  • Project coordination or technical project management experience.

  • Ability to effectively collaborate with teams in an international, multicultural, multi-disciplinary environment; separated by geographical locations and working under different time-zones.

Preferred Qualifications 

  • Experience with server hardware, testing, or deployment.

  • Familiarity with large-scale distributed systems and/or Internet measurement platforms.

  • Experience with Prometheus and Grafana

  • Experience with Git-based workflows and CI/CD pipelines.

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