Mozilla Support (SUMO)

Mozilla Support (SUpport.MOzilla.org) is a global community of many enthusiastic and dedicated people whose passion is to help all users of Mozilla's software and products. SUMO operates on the same principle that Mozilla does: a core of staff coordinating the operations and an army of contributors powering them.

For the full list of SUMO contributors click here!

Customer Experience (CX) Staff/Administrators

• Justin Rochell, Head of Customer Experience

Contact:

• Matrix: @justin:mozilla.org

Ask me about:

• Anything related to the support strategy for Mozilla’s products, including Pocket

• Cindi Jordan, Senior Customer Experience Program Manager

Ask me about:

• Program management, content, and social support strategy
• Finding efficiencies, process documentation, and anything related to conceptualizing ideas and bringing them to life through insights and execution

Community

• Rizki Kelimutu (Kiki), Senior Community Manager

Contact:

• Matrix: @kelimuttu:mozilla.org

Ask me about:

• anything about SUMO Community

• Konstantina Papadea, Staff Program Manager

Contact:

• Matrix: @couci:mozilla.org

Ask me about:

• anything about SUMO Community

• Andrea Murphy, Community Program Manager

Contact:

• Matrix: @andreamurphy:mozilla.org

Ask me about:

• anything about SUMO Community

Content

• Abby Parise, Support Content Manager

Contact:

• Matrix: @abbyparise:mozilla.com

Ask me about:

• Anything about the Knowledge Base
• KB localization

• Donna Kelly, Content Strategist

Ask me about:

• Support content strategy
• Help center/knowledge base
• Localization & community

• Lucas Siebert, Content Writer

Contact:

• Matrix: @lsiebert:mozilla.org

Ask me about:

• Writing, editing, reviewing, and updating support articles

• Dayani Galindo, Content Writer

Contact:

• Matrix: @dgalindo:mozilla.org

Ask me about:

• Writing, editing, reviewing, and updating support articles

Platform

• Tasos Katsoulas, Staff Software Engineer

Contact:

• Matrix: @akatsoulas:mozilla.org

Ask me about:

• SUMO platform a.k.a Kitsune
• Contributing to Kitsune

• Ryan Johnson, Staff Software Engineer

Contact:

• Matrix: @ryan:mozilla.org

Ask me about:

• SUMO platform a.k.a Kitsune
• Contributing to Kitsune

• Smith Ellis, Software Engineer 2

Ask me about:

• SUMO platform a.k.a Kitsune
• Anything data

• Emil Ghitta, QA Engineer

Contact:

• Matrix: @eghitta:mozilla.org

Ask me about:

• Anything QA related
• Playwright tests

• Josh Cajinarobleto, UI/UX Designer

Ask me about:

• Anything UI/UX related

Support Operations

• JR Johnson, Support Operations Manager

Contact:

• Matrix: @SUMOsJR:mozilla.org

Ask me about:

• Developing and optimizing support processes for both paid and free Firefox products
• Release management and insight reporting collaboration with Firefox product teams

• Mandy Cacciapaglia (she/her), Product Support Manager - Firefox

Ask me about:

• Customer feedback loops and reporting
• Ranked customer issues and feature requests for product prioritization

• Olivia Opdahl, Customer Support Lead – Pocket

Ask me about:

• All things Pocket: Responding to users via email (help scout) social media, app reviews, Pocket help articles, and more

• Joseph Cuevas, User Support Operations Manager

Contact:

• Matrix: @SUMOJC:mozilla.org

Ask me about:

• Mozilla premium product support
• Mozilla VPN, other premium products

• Dayana Galeano, Team Lead

Ask me about:

• Mobile support (Google Play Store, AppStore)

• Erik Avila, Community Support Advocate

Ask me about:

• Mobile support (Google Play Store, AppStore)

• Kevin Barcenas, Community Support Advocate

Ask me about:

• Mobile support (Google Play Store, AppStore)

SUMO Community

SUMO Community members are the global army of contributors behind SUMO's international presence and success. We rock the helpful web!

Knowledge Base contributors

• English Knowledge Base editors
• English Knowledge Base article reviewers
• Editors and reviewers who have contributed to the English Knowledge Base in the last 90 days

Forum contributors

• Support Forum moderators
• Contributors to the Support Forum in the last 90 days

Localization contributors

SUMO Localizers are members of the community who make SUMO available in many languages used around the world. We bring meaning to everyone!

• A list of all languages and meet the translators for your language
• Top contributors for all the locales here (use the Select by Locale dropdown to filter by locale)