Staff Software Engineer – AI & Automation

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October 15

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Gladly

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SaaS • B2B • Artificial Intelligence

Gladly is a customer service platform that centers on AI to enhance customer interactions. The platform offers an all-in-one solution with features like People Match®, real-time CSAT feedback, and personalized self-service options, integrating seamlessly with popular tools such as Shopify and Klaviyo. With a focus on enhancing efficiency and decreasing costs, Gladly supports communication across voice, email, SMS, and social media channels. Its AI-driven approach helps businesses drive revenue and promote customer satisfaction by prioritizing personal, lifelong conversations over traditional ticketing systems.

51 - 200 employees

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

• Competitive salaries, stock options, and comprehensive benefits • Generous paid time off, parental leave, and home office stipends • A fully remote work environment with opportunities for in-person team gatherings • A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive