Staff Platform Engineer

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 worlds most customer-centric brands including Crate & Barrel Ulta Beauty and Tumi Gladly delivers radically efficient and radically personal 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 .

The Opportunity

Were 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. Youll shape Gladlys infrastructure strategy set architectural direction and drive technical decisions that have company-wide impact.

You understand infrastructure from both sidesyouve 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.

Youll 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. Youll translate business strategy into platform capabilities and establish the engineering practices that become Gladly standards.

What Youll 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 capabilitieslead 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 Gladlys future

What Youll 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 youve 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)youve 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 youve 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
• Experience with AI/ML infrastructure requirements and scaling patterns
• Track record of building internal developer platforms or self-service infrastructure capabilities

Compensation :

$156000 to $215000 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 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.

Why Join Gladly

At Gladly were not just building softwarewere transforming an industry. We take a people-first approach both in our product and our culture. When you join us youll 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 dont meet every qualification we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.

Required Experience:

Staff IC