Senior 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 .

he Opportunity

Were looking for a Senior Platform Engineer who combines expertise in developer tooling and productivity with strong platform engineering skills. Youll build the infrastructure and tools that make our engineering teams more productiveCI/CD pipelines deployment workflows and developer tooling that delights.

You understand that great infrastructure isnt just reliable and scalableits intuitive and empowering. Youve built or improved CI/CD systems created developer tools teams love or championed better developer experiences. You think about infrastructure from the developers perspective and eliminate friction and toil.

Youll 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 Youll 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 toilCLI 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 theyll love
• Design and maintain Kubernetes infrastructure thats operable debuggable and accessiblemaking 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 engineersdefine roadmaps recommend approaches coordinate work and ensure delivery

A Few Projects You Could Be Working On

• Owning CI/CD infrastructure evolutioncutting build times from 20 minutes to 5 minutes while increasing reliability and test coverage
• Building comprehensive developer toolingcreating CLI tools that let engineers deploy services check logs and manage infrastructure with simple commands
• Architecting self-service deployment capabilitiesenabling product teams to deploy feature branches to test environments automatically complete with monitoring and cleanup
• Designing local development improvementsmaking it easy for engineers to run services locally that mirror production behavior
• Creating observability and monitoring toolingbuilding dashboards and alerts that help engineers understand system health and debug distributed systems

What Youll 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 youve 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 communicationyou automate toil build tools and explain technical decisions clearly

Nice to have:

• Software development experience in Go Python or 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 :

$134000 to $186000 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:

Senior IC