Senior Software Engineer: Core Services


  • Job Type: Full-Time
  • Function: Engineering Software
  • Post Date: 04/15/2021
  • Website:
  • Company Address: 201 California St Suite 1400, San Francisco, CA, 94111

About Gladly

Gladly is a Radically Personal Customer Service Platform. Unlike legacy customer service platforms that are case centric, only Gladly is designed with people at the center and uniquely enables a single lifelong customer conversation from voice to modern messaging. Gladly powers some of the most innovative consumer companies like JetBlue, JOANN, and TUMI to deliver exceptional customer experiences and makes customer service a competitive advantage.

Job Description

Gladly is a Radically Personal Customer Service Platform that puts people at the center of a single, lifelong conversation. We enable companies to talk to their customers the way people talk to their friends: seamlessly across voice, email, SMS, chat, and social media.

We're in search of an experienced software engineer to help bridge the worlds of application and infrastructure. The team is focused on solving cross-team technical problems to enable all our developers. That means honing our application use of infrastructure, providing clean APIs to speed up developer adoption, and introducing new technologies when they fit. The ideal individual will have great coding chops, knowledge of scaling a SaaS system, and familiarity with infrastructure.

What You’ll Do

  • Code! You’ll design and code innovative, scalable, and fault-tolerant components and APIs for product teams to leverage.
  • Teach. Provide technical guidance and mentorship in software engineering best practices while demonstrating these as an individual contributor.
  • Collaborate. Work closely with small, nimble, cross-functional teams of engineers, product managers, and business teams.
  • Contribute. Participate in all aspects of the project lifecycle, from ideation to specification to release (sometimes in a leadership role).

What You Bring To The Engineering Team

  • 3+ years of full-stack engineering experience, with some project leadership or mentorship experience.
  • Strong teamwork skills; you love participating with high-performing teams of engineers.
  • Operational expertise. You value configuration as code, actionable system monitoring and the importance of tooling for resolving issues.
  • Learning mentality. You aren't intimidated by new domains or technology; you're game to dive into documentation/videos, talk to your teammates, and experiment to become well-versed.
  • Competency with data structures, algorithms, software design, and cloud architectures.
  • Customer-centricity and product focus. You look at everything you create through the lens of how it improves things for the end-user. You are comfortable communicating how various technical approaches might impact the product behavior (and vice versa).
  • Willingness to work across the development stack. You've found a niche on the backend and are fluent with infrastructure. You're willing to jump into the front end on occasion.

Technologies we use


  • Golang
  • Node.js
  • Python


  • Kafka
  • Kubernetes
  • Terraform
  • AWS
  • Elasticsearch
  • Redis
  • Docker
  • Postgres / Aurora
  • Snowflake

You know a thing or two about some of these, and you’re excited to learn about the rest.

At Gladly we value:

Putting people first - We built our product putting people at the heart of it all. And we’ve taken the same approach to building our company.

Focusing on the customer - We treat our customers’ goals as our own, and we work hard to achieve them.

Finding strengths in our differences - We believe that diversity and inclusion is foundational to our success. Bringing together a multitude of perspectives leads to amazing things happening.

Being humble and hungry - We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher.

Always learning - Everyone’s personal best is ahead of them. Seeking new ways to grow is what keeps us motivated.

Owning it - We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes.

Communicating it - With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice

You can also count on:

  • Competitive salary and stock options
  • Medical, dental, vision and life insurance
  • Generous paid time off
  • Generous paid parental leave
  • 401K
  • Flexible Spending Accounts
  • Wellness stipend

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By managing customers instead of tickets, we are disrupting a $70B market and are proud to count JetBlue, Warby Parker, Crate and Barrel and and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Gladly has made the decision to become a full distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.