We are Best Practical Solutions, the people behind Request Tracker (RT), one of the most popular ticketing systems in the world. RT, and its companion application, Request Tracker for Incident Response (RTIR), are used by organizations large and small, across all industries including: private and public companies, security teams, academic institutions, government agencies, and non-profits. We've been around since 2001 and are entirely self-funded. We are both contributors to, and beneficiaries of, the free software ecosystem; you can find all of our code on GitHub.

RT, being free software itself, is absolutely free to download, deploy, and even modify. We've built a business around providing a full range of services to help our customers get the most out of RT. We offer commercial enterprise support, professional installation and upgrades, and custom development where we bring our expertise to address an organization's specific set of challenges. All of our engagements, whether sponsored by a customer or done for our community, provide the satisfaction of knowing we're helping people solve real problems every day.

We're based in Boston, MA, but we all work remotely. We coordinate using RT (of course), Slack, and Google Hangouts. Benefits for employees include healthcare and dental coverage, as well as an open vacation policy.

When working at BPS, you can also count on endless opportunities for career growth. With RT's large codebase, overall breadth of use cases, and variety of services we offer, you will have many opportunities to expand your skill set. In addition to writing code, we also help our customers with a full range of business process support including configuring RT, setting up workflows, and making RT better for people. Not to mention, because everything we do is open source, all of your contributions will be, too.

Open Positions

Sales Development Representative

We make great software and want the world to know it! We're looking for a high-energy, experienced, Sales Development Representative to develop relationships with new clients, and help us be excellent to our existing users.

If you're a self-starter who's sold Enterprise and SaaS Software before, you should get in touch with us.  If you're excited about selling software to users who love it, you should get in touch with us.  If being the rainmaker for a small company with a talented team sounds like fun, you should get in touch with us.

Responsibilities include

  • Being the first line of contact for all product sales inquiries

  • Developing and implementing sales strategy and marketing plans to drive revenue growth

  • Providing live product demos to potential customers

  • Creating engaging sales and marketing content including social media, blog posts, videos, and website content

  • Opportunity qualification, sales process management, and opportunity closure

  • Ongoing account management to ensure product satisfaction


  • 5+ years of experience in Software/SaaS Sales

  • Bachelor's Degree or relevant experience

  • Self-driven and good at time management

  • Demonstrable track record of achieving sales targets

  • Excellent written and oral communication

  • Experience with contract negotiations for technical products

  • Knowledge and background with issue tracking, CRM systems is a plus


Compensation is base + commission - The specific package depends on experience and how good your mind-control tricks are.

How to Apply - Sales positions

To apply for this job, please send a cover letter and resume to resumes@bestpractical.com.

Real people will read your cover letter. We'd love to know a bit about who you are, where you've worked, and what sorts of things you're interested in, rather than just that you've seen our job posting and are sure that you'd be an excellent match for the position.  If you have a website or a blog you'd like to share with us, please send a link.

While we can probably read any resume format you can throw at us, we'd appreciate it a lot if you can send it as a PDF.  If you can't do that, plain text, Word or Pages is okay.

Software Engineer


We're looking for software engineers who are creative and collaborative to help us improve RT. We're an engineering organization first and foremost: every engineer has a large impact on the future of our products and business.

This role involves all aspects of software engineering: implementing new features, testing and reviewing branches created by co-workers and even community contributors, building customer sponsored features, documentation, improving performance, and responsibly addressing security vulnerabilities. RT is a mature codebase that sits right in the middle of the technologies underlying the internet (web, email, databases, encryption, etc). As such, our work gives you a deep understanding of the guts of how the internet actually works.

It's okay if you don't know everything out of the gate, but you should be able to learn on the fly, and be comfortable asking questions when you get in too deep. RT is a large codebase, so you should be prepared to work with a project that's too big to hold in your head all at once.


  • Bachelor's degree in Computer Science (or related field) or 5+ years of practical experience

  • Good understanding of web technologies, ideally Perl, JavaScript, and SQL

  • Experience working in a team, perhaps as part of other open source projects

  • Some Linux system administration, at least enough to be able to install RT

  • Comfortable diagnosing & solving technical problems with customers over email for both projects & support

  • An eye for design is a big plus

DevOps Engineer

We're looking for a DevOps engineer to work collaboratively with our software engineers on a variety of tasks including product deployments for our customers, administration of internal systems, and triaging and resolving issues across development, testing, and production environments.

RT works with many other open source systems including all flavors of Linux and packaging systems, web servers, databases, and email, to name a few. Our challenge is to install RT into many different environments so our customers have options. We also need to keep RT running smoothly after upgrades, whether they're upgrades of supporting system components or RT itself.


  • Bachelor's degree in Computer Science (or related field) or equivalent practical experience

  • Linux system administration (deployment, backups, upgrades, monitoring, networking, mail, etc)

  • Experience managing one or more of MySQL, MariaDB, Postgres

  • Experience building packages (RPM, apt), configuration (Puppet, Ansible), and/or containers (Docker)

  • A working understanding of code and scripting

How to Apply - Tech positions

Send something approximating a cover letter, a resume in plain text, HTML or PDF, and a sample of some code you've written to resumes@bestpractical.com. If you're involved in open source development of one kind or another, please tell us about it. If you have a CPAN ID, tell us what it is; we won't consider applications without some sort of code example to look at. We'll be paying particular attention to readability, comments, and tests. Whether you're involved in open source development, putting together some personal hobby projects, or making your mark on the world through your career, we would love to hear all about what you're excited to be working on.

Equal Opportunity

Best Practical is an Equal Opportunity Employer. You may read our full statement here.