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Staff Software Engineer, Consumer



Software Engineering
United States · Remote
Posted on Tuesday, June 11, 2024

About Gladly:

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers.

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture.

About the Consumer Team

Gladly’s communication platform is the foundation for enabling AI Automation and Customer service heroes to do their best work. We create, build and maintain the communication infrastructure that allows our brand customers to engage with their customers on the channel that works best for them. We are looking for software engineers to join our small, fast-growing and high impact team.

Some product areas owned by the Consumer Team

  • All channel infrastructure (Chat, SMS, Voice, Email and Social Messaging) that allows our customers to reach their customers effectively
  • Channel Automation API which allows both Gladly and external partners to create rich experiences that use AI to interact with customers
  • Glad App and Help Center - Glad App, our chat widget and Help Center our frequently asked questions product are embedded directly on our customers websites, representing millions of page views per month

Some projects on our roadmap

  • Answer Threads - An LLM based chatbot that uses our existing knowledge base product, Answers, to automate conversations with consumers across channels available in Gladly
  • Enriching the chat experience - Improving Consumer chat by adding rich content such as video, link previews and more. Enabling App Platform (applications built by our customers and 3rd parties in Gladly) to create UI templates that display our Customer’s own data directly in the chat experience
  • Integrating new channels - We like to keep our channel mix up to date by adding new channels such as Apple Business Chat or new use cases like social comments

What you’ll do

  • Build! You’ll design, architect, code and maintain innovative, scalable and secure systems. You’ll mix time spent writing code with leading projects.
  • Mentor. You’ll provide technical guidance and mentorship in software engineering best practices to help others grow their careers.
  • Collaborate. You’ll work closely with a small, nimble, cross-functional team of engineers, product managers and designers. You’ll participate in conversations with Customer Success, Support and directly with customers.
  • Ownership. You’ll participate and lead in all aspects of the project lifecycle, from ideation to specification to release and iteration.

You might be a fit if you

  • Have more than 5 years of full-stack engineering experience designing and shipping scalable distributed systems.
  • Experience mentoring and leading other engineers focusing on best practices.
  • Are relentlessly focused on the customer. You look at everything you create through the lens of how it improves things for our customers.
  • Value collaboration. You know successful software development is a team sport and aren’t above doing glue work to help the team deliver high quality products.
  • Communicate clearly. You’re comfortable communicating cross-functionally to describe how various technical approaches might impact the product behavior (and vice versa).
  • Love learning. You are innately curious, whether you are researching new technologies or digging into hard-to-debug issues our customers encounter.
  • (Bonus) Have experience with the technologies we use: Go, Kafka, Postgres, Redis, React, Node, Docker, Kubernetes, AWS and ElasticSearch.
  • (Bonus) Experience working on communication specific technology: Voice/ Telephony, SMS, Email and Social Messaging.

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don't meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don't check every box in the job description. We're committed to an inclusive workplace and would love to see if you could be the next great addition to our team.


$156,000 to $215,000 per annum base salary + equity + benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

Working at Gladly:

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

  • We win as one team: We believe the most important focus for us as a team is making the company successful.
  • We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.
  • We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service.
  • We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.
  • We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.
  • We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

Our focus is on people and that starts with our employees. As an employee you can count on:

  • Competitive salaries, stock options
  • Medical, Dental, Vision and Life insurance
  • Generous paid time off
  • Generous paid Parental Leave
  • 401K
  • Flexible Spending Accounts
  • Home office stipends

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.

Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.