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're 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.

Our office is headquartered in Somerville, MA, though we all telecommute some of the time. We enjoy the spontaneous interactions you get by having everyone together in the office, but we also value the advantages that remote work offers. 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

Software Engineer

 

We're looking for a software engineer who is 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 applying user-contributed patches to our released software, building customer sponsored features, testing and code review, documentation, improving performance, and responsibly addressing security vulnerabilities. RT is a mature codebase that sits between 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.

 

Qualifications

  • Bachelor's degree in Computer Science (or related field) or equivalent practical experience
  • Deep 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, even if just setting up a dev environment
  • 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.

Qualifications

  • 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.


Admin Support Specialist

 

We're looking for someone who can assist both the business and sales side of our organization. If you have experience in the software industry that's great, but not required. This position is full time in our Somerville office. It includes an open vacation policy, and full health and dental coverage. We want to hire someone who is excited about growing with the company. Compensation is dependent on experience.

Your primary responsibilities will be:

  • Responding to inbound customer inquiries via telephone and email communications.
  • Provide answers to frequently requested customer inquiries, problems, and general questions.
  • Creating, updating, and maintaining digital customer files
  • Basic website updates
  • Calendaring of General Manager and engineer meetings/projects
  • Setting up tickets as requested
  • Working with the GM to prepare for quarterly all staff meetings
  • Updating internal statistics document(s)
  • Working with the Operations Manager to produce and review internal documentation
  • General office tasks and occasional office errands
  • Other duties as needed

Qualifications & Skills

  • Minimum 2 years of experience or relevant degree
  • Excellent time management and prioritization skills
  • Takes direction well, but is also always looking for how to improve processes
  • Organized, and detail oriented
  • Experience/proficiency with word processors, spreadsheets, calendaring, Slack, Squarespace. (Mac proficiency is a plus)
  • Strong written and verbal communication skills

How to Apply- Business positions

Send something approximating a cover letter and a resume in plain text, HTML or PDF to resumes@bestpractical.com.

Equal Opportunity

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