About the Role
Title: Software Engineer – Generalist
Location: United States
Job Description:
About Gladly:
Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
What You’ll Do
- Code! You’ll design and code innovative, scalable, and fault-tolerant features
- Teach. Provide technical guidance and mentorship in software engineering best practices while demonstrating these as an individual contributor
- Collaborate. Work closely with small, nimble, cross-functional teams of engineers, product managers, designers, and business teams.
- Contribute. Participate in all aspects of the project lifecycle, from ideation to release to measurement and iteration (sometimes in a leadership role).
What You Bring To Engineering Team
- 5+ years of full-stack engineering experience, with some leadership or mentorship experience.
- Strong teamwork skills; you love participating with high-performing teams of engineers.
- Customer-centricity and product focus. You look at everything you create through the lens of how it improves things for the end-customer. You are comfortable communicating how various technical approaches might impact product behavior (and vice versa).
- Competency with data structures, algorithms, software design, and cloud architectures.
- Willingness to work across the development stack. You should be able to work on the front-end, backend and platform with varying degrees of proficiency.
- Technical acumen. Our product is built on a lot of incredible technologies like React, Node, Typescript, Go, Docker, Kubernetes, AWS, Kafka, Redis, Postgres, ElasticSearch, and Twilio. You know a thing or two about some of these, and you’re confident you can work with them comfortably after some on-boarding and a bit of practice.