Staff Platform Engineer, Gladly
$156-215k
+ Equity
Customer experience AI built for LTV
Job no longer available
Customer experience AI built for LTV
201-500 employees
Job no longer available
$156-215k
+ Equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- Software development experience in at least 1 high level language (Python, Ruby, ...) OR Systems administration experience for a cloud-based, distributed platform
- Experience with cloud native applications design and implementation patterns
- Experience with cloud infrastructure cost and performance optimization
- Strong experience operating a public/private cloud infrastructure
- Strong experience with infrastructure as code tools (Terraform/CloudFormation etc...)
- Ability to translate high level goals and objectives to work items and manage tasks autonomously
- Knowledge of and demonstrated experience implementing DevOps Engineering best practices
- 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
What the job involves
- As our Staff Platform Engineer you will develop and maintain the platform used to run our SaaS product in the cloud
- The goal is to build a platform with world class scalability, redundancy, and ease of operation
- You’ll be involved in making critical decisions that will have a far reaching impact on our technology stack
- The ideal individual will have experience working with and setting best practices for at least one IaaS such as AWS, and has worked with virtualized/containerized systems in distributed frameworks, such as Kubernetes, in production environments
- Our system is a microservice architecture built primarily in Go and Node/React with Kafka used as a message bus
- Services are deployed as Docker containers running under Kubernetes on AWS
- We need your help to develop our platform and tools to power an operations framework for deploying and maintaining our services so that they scale across AWS and beyond
- Build a platform for enabling engineers to deploy services with zero downtime, complete with monitoring, SLAs and alerting
- Build and maintain a cloud infrastructure that is highly available across multiple regions
- Build and operate foundational infrastructure components of a distributed platform, such as service discovery
- Design and propose solutions to solve internal customer needs
- Actively participate and engage the team during design reviews
- Improve software delivery through increased automation
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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