Senior Software Engineer, Gladly
$134-186k
+ Equity
Customer experience AI built for LTV
Job no longer available
Customer experience AI built for LTV
201-500 employees
Job no longer available
$134-186k
+ Equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- 5+ years of backend or full-stack engineering experience, with some leadership or mentorship experience
- Strong teamwork skills; you love participating with high-performing teams of engineers
- Customer-centricity and product focus. You look at everything you create through the lens of how it helps your customers. You are comfortable communicating how various technical approaches might impact product behavior
- Learning mentality. You aren't intimidated by new domains or technology; you're willing to dive into documentation/videos, talk to your teammates, and experiment to become well-versed
- Competence with data structures, algorithms, software design, and cloud architectures
- Willingness to work across the technology stack. If you’ve found your strength in designing scalable backend systems, you’re willing to work on the supporting changes in Gladly front-end and vice versa
- Operational expertise. You value robust observable solutions with actionable monitoring and the importance of tooling for troubleshooting and resolving issues
- (Bonus) Experience with the technologies we use: Go, Kafka, Typescript, React, Node.js, PostgreSQL, Redis, Snowflake, Docker, Kubernetes, AWS
What the job involves
- Design and code innovative, scalable, and fault-tolerant applications across the technology stack within the Gladly product
- 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, designers, and business teams
- Contribute. Participate in all aspects of the project lifecycle, from ideation to release to measurement and iteration (sometimes in a leadership role)
- Have opportunities to move between teams and learn other cool technologies
- You’ll be successful by
- Being eager to learn Gladly’s business domain and apply this knowledge in building the innovative product
- Self-organizing and prioritizing your work based on the impact to the customer
- Understanding how to balance pragmatic solutions with best practices of software engineering
- Showing ownership and pride in your work by promoting the best practices of software engineering within Gladly, educating other engineers on them, and providing ongoing maintenance and support
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
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
- Home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Charlie Besecker
(CEO)Charlie joined Gladly in 2024 as a President, moving into the role of CEO in 2025. Prior to this, he was a CRO at GRIN and Route.
Joseph Ansanelli
(Co-Founder & Executive Chairman)After co-founding Gladly in 2015, Joseph served as the CEO until 2025. He has also been at Greylock since 2012, spending 5 years as a General Partner before becoming a Venture Partner.
Andy D'Amato
(CRO)Prior to joining Gladly in 2022, Andy spent nearly 9 years at PTC. While there he held a number of roles, including Senior VP of Sales, Americas IoT & Augmented Reality and Senior VP of Global IoT Sales.
Todd Rakow
(CFO)Todd joined Gladly in 2019 as a VP of FInance & Operations before moving into the role of CFO in 2022. Previously, he co-founded Kanjoya and served as the CFO for nearly 6 years. He also spent some time at PayPal as a Senior Operations & Strategy Manager.
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