PyPI Support Specialist

The Python Software Foundation (PSF) is hiring a full-time remote PyPI Support Specialist, reporting to the PSF Director of Infrastructure, and working closely with the PyPI Safety and Security Engineer.

In support of our mission the PSF operates the Python Package Index (PyPI, pypi.org), a repository of software for the Python programming language. This public service has been predominantly supported by volunteers in its life. This role represents an investment by the PSF into the day-to-day support specific to PyPIs users for the first time, funded by the PSF sponsorship funds directed to the Packaging WG.

This role will take responsibility for all user-facing support of PyPI including account recoveries, project name requests (PEP 541), Organization request review, Organizations feature support, PyPI resource limit requests, abuse reports, and end-user support. This will include the existing backlog as well as triaging and responding to tickets in a timely manner once the backlog has been processed. Additionally, the PyPI Support Specialist will provide feedback and guidance to the PyPI Administrators and contributors regarding improvements to our systems and tools to better support their role. Improvement, consolidation, and maintenance of PyPI end-user documentation will also be a priority of this role.

While not a requirement, this role has the opportunity for promotion to a PyPI Support Engineer as skills with Python development are built or demonstrated to contribute to warehouse, the codebase behind PyPI.

Responsibilities

The PyPI Support Specialist will:

• Process support requests in the following areas:
  • Account Recovery
  • Project Name Requests
  • Organization Requests
  • Project Limit Requests
  • Malware/Spam/Abuse Reports
  • End-User support
• Provide feedback and guidance to PyPI Administrators on process and tooling features that will improve the speed and ease of processing support requests
• Improve, consolidate, and maintain PyPI end-user documentation
• Produce periodic reports of the current status of PyPI support response time for the community
• Willingness to travel to annual PyCon US conference

Desired Qualifications

• Experience with GitHub Issues/Projects or similar issue tracking software
• Experience with Help Scout or similar support software
• Familiarity with Python packaging, specifically publishing/installing but other experience is a benefit.
• Experience working in open source communities
• Experience working remotely

Details

Applicants from around the world are welcome for this remote position. If the applicant is based outside the USA, the PSF would offer an independent contractor role, structured with autonomy to meet agreed goals of the position in the manner you determine; income may be subject to US income tax. If the applicant is within the USA, the PSF would offer a full-time employee role with compensation including salary, 401(k), as well as health (full premium paid by the PSF), dental, and vision insurance and paid time off. Total compensation will range from $70k-$90k USD based on qualifications and experience.

This position will report to the Director of Infrastructure. Recurring availability of 2-4 hours per week with US Eastern/Central timezone will be necessary for check-ins and collaboration.

Apply

The call for resumes will be open until May 1, 2024. To apply please submit your cover letter, resume, and contact information via the form on this page.

The Python Software Foundation is a US 501(c)(3) non-profit corporation that holds the intellectual property rights behind the Python programming language. We also run the PyCon US conference annually, support other Python conferences/workshops around the world, and fund Python-related development with our grants program. To see more info about the PSF, check out our Annual Impact Report and public records.

We believe that the future of open source must include everyone. We welcome all job-seekers regardless of race, color, ethnicity, religion, age, sexual orientation, gender identity or expression, national origin, physical appearance, body size, socio-economic, veteran or disability status. Python is a global community and the PSF aims to support a safe environment for all. More information can be found on our Code of Conduct page.