Developer Support Engineer, Gladly
+ Stock options
More information about location
Customer service platform
Be an early applicant
Customer service platform
201-500 employees
Be an early applicant
+ Stock options
More information about location
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- As a Developer Support Engineer at Gladly you will need a strong understanding of programming languages, web technologies, and software development methodologies
- You enjoy writing quick scripts to improve productivity for the wider team(s), and have a penchant for teaching others how to best use APIs, SDKs and architect their solutions
- You are a quick, independent, and proactive learner, curious about how technology works, and enjoy getting in the weeds to learn about how systems connect to one another
- You are responsive, quick on your feet and enjoy working with technically minded customers
- You’re a great communicator - both during meetings and in writing
- Node.js: scripting proficiency
- JavaScript, CSS, HTML, browser developer console: Ability to read and debug common / basic issues with code; ability to read developer documentation and create code samples
- REST APIs: Experience with building scripts using documentation from REST APIs
- Data models: Experience with understanding data models; some experience with building custom reports (e.g.: SQL, Looker) preferred
- Logging software (e.g.: SumoLogic): Ability to create queries and find required logs
- Basic familiarly with AI and LLM concepts
- 2+ years of Developer Support/Engineering experience
- 2+ years development / scripting experience in languages like JavaScript, Python
- Familiarity with debugging tools, version control systems, and issue-tracking systems
- Ability to manage tasks and support inquiries autonomousl
- A customer-focused mindset with a passion for delivering high-quality support
- Commitment to securing customer and Gladly confidential information, including proactive engagement with Gladly co-workers to raise awareness of potential security issues, concerns, or areas of improvement
- Experience building SaaS integrations
- Familiarity with templating frameworks
- Basic knowledge of Go Programming Language
What the job involves
- We are seeking a talented and motivated Developer Support Engineer to join our dynamic team. As a Developer Support Engineer, you will play a crucial role in providing technical support to our customers and assisting them in resolving complex technical issues and guiding them on development / integration best practices
- You will work closely with our support, customer success, professional services, engineering, and product teams to ensure a seamless customer experience and contribute to the improvement of our products based on customer feedback and inquiries
- Provide best practices to customers looking for guidance on how to build applications / integrations and reports utilizing Gladly’s REST APIs, data and other development tools
- Provide timely and effective technical support to our customers via various communication utilizing email and fulfill monthly submission quotas in our fast-paced support team
- On-call support - handling escalations for high-priority inquiries & Gladly incidents and compiling root cause analyses
- Create and maintain detailed technical and reporting documentation, knowledge base articles, and FAQs to help customers and internal teams find solutions independently
- Create public code samples to illustrate how best to use Gladly’s REST APIs, SDKs, and tools
- Update internal tools and write productivity scripts using Node.js
- Conduct product training sessions for developers to enhance their understanding and usage of our product
- Conduct enablements for internal Gladly teams and office hours for customers as an SME for related areas of the Gladly product that you work on regularly
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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