Overview

What we’re building

At Tidelift, we are making open source work better for everyone by helping organizations effectively manage the open source behind modern applications while ensuring open source maintainers get paid for the incredible value they create. We are creating a mutually beneficial commercial model for open source where both creators and enterprise users get what they need, and the world gets even more healthy and secure software that improves our lives.

We’re well-funded and growing fast. You will play a large role in tackling challenging problems and helping expand the company, while learning alongside our experienced team.

Find out more about us on tidelift.com,  listen to this recent podcast interview with our CEO Donald Fischer, or read about us in Wired or Business Insider.

The role

We’re looking for a Senior Support Engineer to own and independently work Tidelift’s support queues during the U.S. west coast afternoon, debug and solve technical issues, make product recommendations, create and improve processes and documentation, and more. Tidelift’s end users are typically engineers, project managers, compliance professionals, and open-source maintainers. The Tidelift team is small, so expect to collaborate across the company and work closely with many teams.

Responsibilities: 

  • Supporting Tidelift subscribers and open-source maintainer partners
  • Owning the support queues during the U.S. west coast afternoon
  • Leveraging support procedures and and other internal resources to ensure that SLAs are met and customers are happy
  • Debugging and solving complex technical issues, often involving web applications and external developer tools like GitHub, Jenkins, and Artifactory
  • Resolving SaaS-platform customer requests like SAML SSO configuration, network/performance issues, etc.
  • Effectively communicating written technical information to customers (via support tickets and documentation) and to internal teams at Tidelift (via bug reports, feature requests, etc.)
  • Advising on product functionality, processes, and best practices, both for customers and to internal teams at Tidelift
  • Driving product improvements and fixes based on product experience and customer interactions
  • Owning urgent customer outages and incidents
  • Helping to develop technical documents and procedures for the support team
  • Assisting customers with reporting data quality issues, and collaborating with internal teams to resolve these issues

Characteristics: 

  • Passion for helping the customer have a great experience
  • Understanding that support is a feature of a product
  • Ability to understand, use, and describe developer tools including APIs, CLIs and IDEs
  • Passion for learning about new technologies, especially within the open source ecosystem
  • Excellent written and verbal communication skills (particularly on technical subjects) in English
  • Ability to manage multiple priorities
  • Prior experience as a support engineer, software engineer, Linux system administrator, trainer, or other technical professional services role
  • Prior experience supporting customers and managing support queues with tools such as zendesk, freshdesk, service cloud, etc.
  • Prior experience supporting complex SaaS or on-prem tools
  • Comfortable with remote work

Starting pay: 

  • $92,000 per year base salary
  • Opportunity to earn up to $8,000 per year in variable compensation
  • Generous stock option grant

Confidence can sometimes hold us back from applying for a job. But we’ll let you in on a secret: there’s no such thing as a ‘perfect’ candidate. Tidelift is a place where everyone can grow. So 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.

The team

This role formally reports to our Support Engineering Lead and is part of our Customer Success team, which functions as the intersection between Product and the customer. Your role will be integral in helping our customers (both enterprise subscribers and open-source maintainer partners) adopt and use Tidelift. You’ll be at the front line for friction points our customers are experiencing in real time, and will work cross-functionally with Product, Engineering, Ecosystem, Sales, and Customer Success to deliver our customers an excellent product and experience.

Our values

We’re trying to build a healthy, values-driven culture. We want to be:

  • Optimistic: We see an amazing future ahead, and want to inspire others to share in it. This 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 lives. We help people most by creating a pragmatic, viable, and sustainable business that works for everyone. So 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 whole. That 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 whole. So we want people from different backgrounds and experiences to not just be represented, but to be heard, valued, and flourish. We 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 1. In this role you would have the option to work remotely from anywhere in the US. We 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 herehere, 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 sprint. Hours 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

Tidelift’s approach to compensation is designed to ensure that we are staying true to our core values of being optimistic, additive, inclusive, and practical. We do this by:

  • Rewarding tenure: We are optimists, believing that each of us is bringing our best to work each day. In this spirit, we provide predetermined raises of at least 3% each year based on the belief that you are working hard and learning more about Tidelift and your role, making yourself more valuable to the company every day. Each year we will refresh our model for rewarding tenure with new market data, and share an updated compensation trajectory with you.
  • Holding firmly to a no-negotiation policy: In the spirit of our values to be inclusive and additive, we believe employees hired to perform the same role should receive the same compensation, regardless of location, negotiation prowess, prior salary, or years of experience prior to joining Tidelift. All Tidelift offers have compensation packages that are determined prior to the start of recruitment. This, along with a structured interview process, is intended to mitigate the effects of both shifting criteria bias and the ask gap on wages within Tidelift, and is an essential element of our equity, diversity, and inclusion strategy.
  • Sharing our process transparently. You and your colleagues are doing important work, and we want to compensate you fairly in return. We transparently document how we approach compensation at Tidelift, including our methodology for calculating initial offers, raises, and promotions, so that you know exactly what you can expect from us over your career here.

In addition to cash and equity compensation, Tidelift offers medical, dental, vision, disability, and life insurance as well as the ability to contribute pre-tax dollars to flexible spending and retirement (401k) accounts. As a remote-first company, we offer a variety of remote work stipends to cover expenses such as co-working spaces, internet, and phone connections. Finally, all employees have access to generous vacation and gender-neutral parental leave policies as well as the ability to reimburse up to $5k annually for their own professional development.

How to apply

Fill out the form below. We’d love it if you add a thoughtful note about your goals and your background. We’ll get back to you promptly!