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 Staff Platform Engineer with a rare combination: deep cloud architecture expertise paired with product development experience or a strongly product-minded approach to infrastructure. You'll shape Gladly's infrastructure strategy, set architectural direction, and drive technical decisions that have company-wide impact.
You understand infrastructure from both sides—you've either built product features yourself or worked so closely with product teams that you anticipate their needs and design platforms they love to use. You think about infrastructure as a product, with engineering teams as your customers.
You'll lead complex initiatives spanning 4+ engineers and multiple quarters, architect multi-cloud systems that enable AI-powered products serving millions of daily conversations, and mentor engineers to elevate the entire team. You'll translate business strategy into platform capabilities and establish the engineering practices that become Gladly standards.
What You'll Do on the Team
- Architect and evolve multi-cloud infrastructure (AWS, GCP, Azure) that supports AI workloads, scales with aggressive growth, and optimizes for cost, reliability, and security
- Drive technical strategy and roadmap for platform capabilities—lead architectural decisions, evaluate trade-offs, build consensus with stakeholders, and own outcomes
- Lead complex initiatives spanning 4+ engineers and multiple quarters, from design through delivery
- Partner with product engineering to anticipate infrastructure needs and co-design solutions that improve engineering velocity
- Mentor engineers and establish best practices across the organization through architecture reviews, technical guidance, and influencing how Gladly builds systems
- Build foundational platform services including Kubernetes infrastructure, observability platforms, CI/CD systems, and distributed systems components
A Few Projects You Could Be Working On
- Architecting multi-region infrastructure strategies that deliver 99.9% uptime for AI-powered customer conversations handling millions of interactions daily
- Designing platform capabilities that enable product teams to deploy and experiment with AI models as easily as traditional features
- Leading infrastructure modernization initiatives that eliminate technical debt while maintaining zero-downtime for customer-facing services
- Building observability and cost visibility platforms that give teams actionable insights into system health and resource utilization
- Evaluating and integrating next-generation technologies (service mesh, AI infrastructure, edge computing) that will power Gladly's future
What You'll Bring to the Team
- 8+ years of platform/infrastructure/DevOps engineering experience with a track record of designing and operating production systems at significant scale
- Product development experience or product-minded approach—you've built product features or worked closely with product teams to understand their challenges and translate them into platform capabilities
- Expert cloud architecture skills (AWS strongly preferred)—you've designed multi-region, highly available systems that scaled with business growth
- Ability to lead complex, ambiguous initiatives—you take fuzzy problems, define solutions, build consensus, and drive execution across multiple quarters with minimal direction
- Technical leadership and mentorship—you've led initiatives spanning 4+ people, coached engineers, influenced culture, and established best practices
- Systems thinking and architectural mastery—you see the big picture, understand operational implications, and make sound trade-offs between agility, cost, performance, and security
- Strong communication and stakeholder management—you explain complex technical decisions to business leaders, influence without authority, and build collaborative relationships
Nice to have:
- Kubernetes expertise in production environments at scale
- Software development proficiency in Go, Python, or Node.js
- Experience with AI/ML infrastructure requirements and scaling patterns
- Track record of building internal developer platforms or self-service infrastructure capabilities
Compensation:
$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.
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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