Staff Software Engineer, Gladly

• 5-10+ years of full-stack engineering experience, including large-scale product development and team leadership
• A proven ability to turn ambiguous ideas into shipped product, especially in early-stage, 0-to-1 settings
• A passion for AI and automation—you stay current on the latest trends and are eager to apply them creatively
• Deep experience, or willingness to learn, TypeScript, React, Go, and PostgreSQL
• Strong communication and collaboration skills—you’re as comfortable mentoring as you are coding
• A customer-centric mindset—you care about what you’re building and who you’re building it for
• A data-driven approach—you use metrics and insights to guide decisions and measure impact

Desirable

• This is not just another AI job
• As a Software Engineer focused on AI and Automation, you’ll help define the future of customer service by applying generative AI in meaningful, real-world ways. You'll work on products that touch millions of people—and you’ll collaborate directly with iconic brands that are eager to innovate with us
• We’re not chasing hype. We’re building production-grade AI systems that help real agents work faster, smarter, and more humanely. This is your chance to have a huge technical and product impact at a company where AI is central—not bolted on
• Lead Major AI & Automation Initiatives
• Architect and drive high-impact projects involving LLMs, embeddings, RAG, agentic workflows, and more
• Ship Real Products
• Build features that move from idea to production quickly—often with direct input from leading customers like Crate & Barrel and REI
• Design Foundational Systems
• Create scalable infrastructure and reusable components that power teams across Gladly
• Collaborate Closely
• Work shoulder-to-shoulder with product managers, designers, and customer-facing teams to solve meaningful problems
• Drive Innovation
• Stay on the cutting edge of AI, evaluate new tools and models, and continually introduce new best practices at Gladly