Job Specifications
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.
he Opportunity
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
A Few Projects You Could Be Working On
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 platf
About the Company
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. Learn more at www.gladly.ai.
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