Senior Engineering Manager, Gladly
Core Services
$156-215k
Plus equity
Customer service platform
Open for applications
Customer service platform
201-500 employees
Open for applications
$156-215k
Plus equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- We are looking for someone with the desire and curiosity to constantly learn and take initiative in a fast-paced SaaS company
- 5+ years of engineering management experience including hiring and growing a high-performing software engineering team
- Previous experience as a top performing full-stack software engineer at a SaaS start-up
- Proficiency in several programming languages
- Experience coaching teams to ensure a delightful user experience with high-quality products that help the user solve complex real-world problems that have yet to be solved before
- Experience ensuring that all of your engineers with variable backgrounds, seniority and understanding of the domain advance in their professional development
- Experience working with your team to understand the users' problems and domain, and foreseeing and mitigating potential problems in plans
What the job involves
- As our Core Services Senior Engineering Manager you will lead a team of software engineers as they continue to build and scale a solid foundation for our developers
- You and your team are responsible for ensuring that Gladly's shared application services and related infrastructure remain productive and efficient
- This position reports to a Director of Engineering
- Lead your team by coordinating with product managers, tech leads, and individual contributors
- Set the roadmap, vision and strategy for the team
- Develop and implement engineering processes and best practices
- Act as a player coach to build services and products that enable scalable foundation for our product teams
- Develop internal tools and processes for an enjoyable developer experience within Gladly
- Take ownership of projects throughout their full cycle including inception, planning, execution and maintenance
- Be part of the leadership team that helps shape the direction and priorities of the Product and Engineering organizations
- Helping your team members succeed in achieving their project and career development goals
- Self-organizing and prioritizing your work based on the impact to the customer
- Being eager to learn Gladly’s business domain and apply this knowledge in scaling our product
- Showing ownership and pride by producing high quality deliverables and promoting the culture of quality within the organization
- Understanding how to balance pragmatic solutions with software development best practices
- Few Project Examples You Could Be Working On:
- Defining and implementing best practices for Gladly’s next generation of CI/CD pipelines
- Enhancing Gladly product RBAC and expanding its authentication mechanisms
- Creating tooling for running multiple Gladly services in local development environments
- Building shared services such as job scheduler and secrets manager
Our take
Gladly is a cloud-based platform integrating multiple customer service channels into a single UI. It helps companies cater to the upward trend in personalized service by allowing them to communicate with their customers seamlessly across any channel from voice, email, messaging, chat and social media.
The rise in eCommerce has meant demand for services like Gladly is growing. To stand out, the company has focussed on building out its platform with new features. Most lately, this has included an AI and automation-driven customer service platform.
As a certified app partner to Shopify, Gladly benefits from the ability of Shopify merchants to integrate directly with its platform. The company has raised considerable funding, the latest of which supports accelerated growth on the back of releasing its unified customer service platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2024
$40m
LATE VC
Dec 2022
$55m
LATE VC
Total funding: $208m
Company benefits
- Stock options
- Medical, Dental, Vision and Life insurance
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Wellness and home office stipends
Company values
- 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
- 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
Company HQ
Bernal Heights, San Francisco, CA
Articles
Leadership
Dirk Kessler
(Co-founder)They were a Senior Software Engineer at Claris and Architect for 4 years at FileMaker. They also were the Principal Engineer at Vontu. Worked at Symantec for 7 years, leaving as Distinguished Engineer. They were also an Entrepreneur in Residence at Greylock Partners.
Michael Wolfe
(Co-founder & CPO)Current Portfolio Advisor at Point Nine Capital. They worked as a Developer at Goldman Sachs and as Director of Engineering at iPro+. Previously a VP of Engineering at Kana Communications. Co-founded Vontu and was CEO of Pipewise.
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