Staff Platform Engineer, Gladly

• 8+ years of platform/infrastructure/DevOps engineering experience with a track record of designing and operating production systems at significant scale
• Product development experience or product-minded approach—you've built product features or worked closely with product teams to understand their challenges and translate them into platform capabilities
• Expert cloud architecture skills (AWS strongly preferred)—you've designed multi-region, highly available systems that scaled with business growth
• Ability to lead complex, ambiguous initiatives—you take fuzzy problems, define solutions, build consensus, and drive execution across multiple quarters with minimal direction
• Technical leadership and mentorship—you've led initiatives spanning 4+ people, coached engineers, influenced culture, and established best practices
• Systems thinking and architectural mastery—you see the big picture, understand operational implications, and make sound trade-offs between agility, cost, performance, and security
• Strong communication and stakeholder management—you explain complex technical decisions to business leaders, influence without authority, and build collaborative relationships

Desirable

• We're looking for a Staff Platform Engineer with a rare combination: deep cloud architecture expertise paired with product development experience or a strongly product-minded approach to infrastructure
• You'll shape Gladly's infrastructure strategy, set architectural direction, and drive technical decisions that have company-wide impact
• You understand infrastructure from both sides—you've either built product features yourself or worked so closely with product teams that you anticipate their needs and design platforms they love to use
• You think about infrastructure as a product, with engineering teams as your customers
• You'll lead complex initiatives spanning 4+ engineers and multiple quarters, architect multi-cloud systems that enable AI-powered products serving millions of daily conversations, and mentor engineers to elevate the entire team
• You'll translate business strategy into platform capabilities and establish the engineering practices that become Gladly standards
• Architect and evolve multi-cloud infrastructure (AWS, GCP, Azure) that supports AI workloads, scales with aggressive growth, and optimizes for cost, reliability, and security
• Drive technical strategy and roadmap for platform capabilities—lead architectural decisions, evaluate trade-offs, build consensus with stakeholders, and own outcomes
• Lead complex initiatives spanning 4+ engineers and multiple quarters, from design through delivery
• Partner with product engineering to anticipate infrastructure needs and co-design solutions that improve engineering velocity
• Mentor engineers and establish best practices across the organization through architecture reviews, technical guidance, and influencing how Gladly builds systems
• Build foundational platform services including Kubernetes infrastructure, observability platforms, CI/CD systems, and distributed systems components