About Gladly:
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at www.gladly.ai.
We're looking for a Senior Platform Engineer who combines expertise in developer tooling and productivity with strong platform engineering skills. You'll build the infrastructure and tools that make our engineering teams more productive—CI/CD pipelines, deployment workflows, and developer tooling that delights.
You understand that great infrastructure isn't just reliable and scalable—it's intuitive and empowering. You've built or improved CI/CD systems, created developer tools teams love, or championed better developer experiences. You think about infrastructure from the developer's perspective and eliminate friction and toil.
You'll take ownership of key tooling projects while building your platform engineering breadth. Lead technical projects spanning 2-3 engineers, drive improvements affecting the entire organization, and develop the technical leadership skills that define staff-level engineers.
What You'll Do on the Team- Own and evolve CI/CD infrastructure—reduce build times, improve deployment reliability, implement progressive rollouts, and make releases fast and stress-free
- Build developer tooling and automation that eliminates toil—CLI tools, deployment automation, self-service capabilities, and intuitive abstractions over complex infrastructure
- Partner with product engineering teams—gather feedback, understand workflows, and co-design solutions they'll love
- Design and maintain Kubernetes infrastructure that's operable, debuggable, and accessible—making container orchestration intuitive while ensuring reliability
- Operate and improve cloud infrastructure (AWS primary, multi-cloud with GCP/Azure) supporting AI workloads and rapid growth
- Lead technical projects spanning 2-3 engineers—define roadmaps, recommend approaches, coordinate work, and ensure delivery
- Owning CI/CD infrastructure evolution—cutting build times from 20 minutes to 5 minutes while increasing reliability and test coverage
- Building comprehensive developer tooling—creating CLI tools that let engineers deploy services, check logs, and manage infrastructure with simple commands
- Architecting self-service deployment capabilities—enabling product teams to deploy feature branches to test environments automatically, complete with monitoring and cleanup
- Designing local development improvements—making it easy for engineers to run services locally that mirror production behavior
- Creating observability and monitoring tooling—building dashboards and alerts that help engineers understand system health and debug distributed systems
What You'll Bring to the Team
- 5-8 years of platform/infrastructure/DevOps engineering experience with a track record building and operating production systems at scale
- Strong CI/CD and developer tooling expertise—you've built, owned, or improved deployment pipelines and developer tools, understanding what makes them fast, reliable, and developer-friendly
- Developer empathy and product thinking—you consider how infrastructure decisions impact engineering velocity and work to improve developer experience
- Ability to lead initiatives independently—you identify problems, design solutions, build consensus, and deliver results with autonomy
- Strong platform engineering foundation—you operate effectively across cloud architecture, infrastructure automation, containerization, and distributed systems
- Production Kubernetes experience—you operate, troubleshoot, and optimize K8s, and can build abstractions that make it accessible
- Cloud architecture skills (AWS strongly preferred) and infrastructure-as-code proficiency (Terraform or similar)—you design resilient systems and think in code
- Scripting and automation skills (Python, Bash, Go, or similar) and strong communication—you automate toil, build tools, and explain technical decisions clearly
Nice to have:
- Software development experience in Go, Python, or Node.js—you can write production-quality code when building tools
- Track record of building developer tooling or internal platforms that achieved high adoption and measurably improved team productivity
- Experience with observability platforms (Datadog, Prometheus, Grafana) or service mesh technologies
- Familiarity with AI/ML infrastructure requirements or local development environment tools
Compensation:
$134,000 to $186,000 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.
At Gladly, we’re not just building software—we’re transforming an industry. We take a people-first approach, both in our product and our culture. When you join us, you’ll enjoy:
- 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
At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.
Top Skills
What We Do
Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets —at the center of every conversation. Trusted by the world’s most customer-centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences.
Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI —uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection.
Gladly is loved and trusted by hundreds of world-class brands to deliver award-winning experiences and drive serious results —240 million conversations powered by Gladly Customer AI, $510M cumulative cost savings across brands using Gladly, and a 65% increase in CSAT scores.
Customer experience isn’t broken—it’s just built on the wrong foundation. Gladly reimagines CX with AI that gets it right.
Why Work With Us
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.
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