What we`re building
At tidelift, we help organizations effectively manage the open source behind modern applicationsThrough the tidelift subscription, we deliver a comprehensive management solution, including the tools to create customizable catalogs of approved, proactively maintained components backed by tidelift and its open source maintainer partners.
Tidelift enables organizations to accelerate development and reduce risk when building applications with open source, so they can create even more incredible software, even faster.
We`re well-funded and growing fastYou will play a large role in tackling challenging problems and helping build the company, while learning alongside our experienced team.
Find out more about us on tidelift.com or read about us in wired or business insider.
How you can help
We are looking for a support engineer to help tidelift customers use tidelift, debug and solve technical issues, advocate for the customer, make product recommendations, and provide insights into how to improve the documentationTypically tidelift’s end-users are engineers, project managers, or folks involved in complianceThe tidelift team is small so expect to be additive across the company and work closely with many teams.
We will be looking for you to help us with:
Solve complex technical customer problems often involving linux servers, web application issues, and external developer tools like github, jenkins, and artifactory
Effectively communicate written technical information to customers both through support tickets and knowledge-base documentation
Manage urgent customer outages
Improve support processes with being data- and customer-driven first and foremost
Improve existing customer-facing documentation
Ensure proper escalation of unresolved issues to the appropriate internal team
You should apply if you:
Value helping the customer have a good experience
Believe support is a feature
Are comfortable with the command line
Can understand, use and describe developer tools, including apis, clis and ides
Have excellent written and verbal communication skills (particularly on technical matters) in english
Have previous experience as a support engineer, software engineer, linux system administrator, trainer, or other technical professional services role
We’d especially love to hear from you if you:
Have experience as an engineer using modern software development tools (especially devsecops ci/cd etc.)
Have experience supporting complex enterprise saas or on-prem tools
Confidence can sometimes hold us back from applying for a jobBut we`ll let you in on a secret: there`s no such thing as a `perfect` candidateTidelift is a place where everyone can growSo however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
This team
This role formally reports to our solution architecture lead, as part of our customer success team which functions as the intersection between product and the customerYour role will be integral in both helping customers adopt and use the product, but equally so as acting as a front-line for the friction points customers are experiencing in real-time and will be cross-functional in nature interconnecting product, engineering, sales, and customer success for the benefit of our customers and tidelift’s product.
Our values
We’re trying to build a healthy, values-driven cultureWe want to be:
Optimistic: we see an amazing future ahead, and want to inspire others to share in itThis is both internal—building each other up and looking for the best in people—and external—we know open source is awesome, and we want to make it even better.
Practical: we know words and ideas alone won’t change livesWe help people most by creating a pragmatic, viable, and sustainable business that works for everyoneSo we care about usability, design, and honest assessment of costs and benefits.
Additive: we want an environment that encourages and inspires growth, both for individuals and for the open source community as a wholeThat means embracing a growth mindset, and valuing culture add over culture fit.
Inclusive: we believe technology will be stronger when it better reflects the voices and ideas of society as a wholeSo we want people from different backgrounds and experiences to not just be represented, but to be heard, valued, and flourishWe do not tolerate discrimination or harassment.
To find out more about how we live these in practice, we’ve written more about living our values “inside and out”.
Working at tidelift
We are (and have been) remote-first from day 1In this role you would have the option to work remotely from anywhere in the usWe get together in person 2-4 times a year, so some ability to travel is required (though we aim not to require travel on weekends, and travel remains optional during covid)We’ve written more about how we do remote work here, here, and here.
We believe in the urgency of our mission and the importance of doing good work, but also know this is a marathon and not a sprintHours are flexible when necessary to meet personal needs (like child, medical, or elder care).
Tidelift is committed to the safety of its employees, and so requires that all employees be vaccinated for covid before participating in any in-person company activities.
Compensation, benefits and career
Compensation is something we approach with a disciplined, thoughtful methodology not only to ensure equal pay for equal work, but to also meet the employees where their needs are.
We start by basing comp on the average compensation across all major metros (excluding the bay area)With this data in hand, we build a comp ladder for each role and match an employee to a particular level/role combinationThese ladders are then reviewed annually to ensure comp mimics the market as best as reasonably possible.
In addition to cash compensation, tidelift offers a variety of health, remote, and other benefitsHealth benefits include medical, dental, vision, disability, life insurance as well as the ability to contribute pre-tax dollars to flexible spending and retirement (401k) accountsAs a remote-first company, we offer a variety of remote work stipends (recurring, one-time, etc.)Finally, all employees have access to a generous vacation and parental leave policy as well as the ability to invest in their own professional/career development.
Compensation for all roles is data-driven, and is pegged to and competitive with major-metroboston-area startups, including annual leveling for all employees.Benefits include health insurance, generous vacation, parental leave, work from home stipend, 401(k), short-term and long-term disability, life insurance, and flexible spending accountsSince we’re remote-first, we also offer as well as a a one time home office `up fit,`, and a monthly work from home stipend for things like high-speed internet or snacks!.
We invest in every employee’s growth, and encourage professional development with a $5k per year per employee development benefit that can be used for attending events, online training, buying books, or participating in other development activities that align($5k annually) with your goals and how you learn best.
Apply Now
Fill out the form belowWe`d love it if you add a thoughtful note about your goals and your backgroundWe’ll get back to you promptly!
