Staff Software Engineer, Consumer at Gladly

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers. 

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture. 

About the Consumer Team

Gladly’s communication platform is the foundation for enabling AI Automation and Customer service heroes to do their best work. We create, build and maintain the communication infrastructure that allows our brand customers to engage with their customers on the channel that works best for them. We are looking for software engineers to join our small, fast-growing and high impact team.

Some product areas owned by the Consumer Team

• All channel infrastructure (Chat, SMS, Voice, Email and Social Messaging) that allows our customers to reach their customers effectively

• Channel Automation API which allows both Gladly and external partners to create rich experiences that use AI to interact with customers

• Glad App and Help Center - Glad App, our chat widget and Help Center our frequently asked questions product are embedded directly on our customers websites, representing millions of page views per month

Some projects on our roadmap

• Answer Threads - An LLM based chatbot that uses our existing knowledge base product, Answers, to automate conversations with consumers across channels available in Gladly

• Enriching the chat experience - Improving Consumer chat by adding rich content such as video, link previews and more. Enabling App Platform (applications built by our customers and 3rd parties in Gladly) to create UI templates that display our Customer’s own data directly in the chat experience

• Integrating new channels - We like to keep our channel mix up to date by adding new channels such as Apple Business Chat or new use cases like social comments

What you’ll do

• Build! You’ll design, architect, code and maintain innovative, scalable and secure systems. You’ll mix time spent writing code with leading projects.

• Mentor. You’ll provide technical guidance and mentorship in software engineering best practices to help others grow their careers.

• Collaborate. You’ll work closely with a small, nimble, cross-functional team of engineers, product managers and designers. You’ll participate in conversations with Customer Success, Support and directly with customers.

• Ownership. You’ll participate and lead in all aspects of the project lifecycle, from ideation to specification to release and iteration.

You might be a fit if you

• Have more than 5 years of full-stack engineering experience designing and shipping scalable distributed systems.

• Experience mentoring and leading other engineers focusing on best practices.

• Are relentlessly focused on the customer. You look at everything you create through the lens of how it improves things for our customers.

• Value collaboration. You know successful software development is a team sport and aren’t above doing glue work to help the team deliver high quality products.

• Communicate clearly. You’re comfortable communicating cross-functionally to describe how various technical approaches might impact the product behavior (and vice versa).

• Love learning. You are innately curious, whether you are researching new technologies or digging into hard-to-debug issues our customers encounter.

• (Bonus) Have experience with the technologies we use: Go, Kafka, Postgres, Redis, React, Node, Docker, Kubernetes, AWS and ElasticSearch.

• (Bonus) Experience working on communication specific technology: Voice/ Telephony, SMS, Email and Social Messaging.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they dont meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you dont check every box in the job description. Were committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

Compensation:

$156,000 to $215,000 per annum base salary + equity + benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.