Staff Software Engineer, AI & Automation

Were at the forefront of using AI to improve how customer service works in the real world. From helping agents respond faster to automating common questions were building AI features that actually get usedand make a difference.

What makes Gladly special for AI work is the combination of real customers rich data and strong product teams. We work closely with some of the most innovative brands out there giving us a direct line to real problems and the opportunity to build thoughtful solutions that impact millions of people.

Were a remote-first company that values flexibility curiosity and collaboration. If youre excited about using AI to solve real problems for real people Gladly is a great place to do it.

This is not just another AI job.

As a Staff Software Engineer focused on AI and Automation youll help define the future of customer service by applying generative AI in meaningful real-world ways. Youll work on products that touch millions of conversationsand youll collaborate directly with iconic brands that are eager to innovate with us.

Were not chasing hype. Were building production-grade AI systems that help real agents work faster smarter and more humanely. This is your chance to have a huge technical and product impact at a company where AI is centralnot bolted on.

• Lead Major AI & Automation Initiatives
  Architect and drive high-impact projects involving LLMs embeddings RAG agent workflows and more.

• Ship Real Products
  Build features that move from idea to production quicklyoften with direct input from leading customers like Crate & Barrel and Allbirds.

• Mentor & Multiply
  Spend 50% of your time leading and leveling up other engineersespecially senior engineersand raising the bar for technical excellence.

• Design Foundational Systems
  Create scalable infrastructure and reusable components that power teams across Gladly.

• Collaborate Closely
  Work shoulder-to-shoulder with product managers designers and customer-facing teams to solve meaningful problems.

• Drive Innovation
  Stay on the cutting edge of AI evaluate new tools and models and continually new introduce best practices at Gladly.

• 10 years of full-stack engineering experience including large-scale product development and team leadership

• A proven ability to turn ambiguous ideas into shipped product especially in early-stage 0-to-1 settings

• A passion for AI and automationyou stay current on the latest trends and are eager to apply them creatively

• Deep experience or willingness to learnTypeScript React Go and PostgreSQL

• Strong communication and collaboration skillsyoure as comfortable mentoring as you are coding

• A customer-centric mindsetyou care about what youre building and who youre building it for

• Hands-on experience with LLMs (OpenAI Claude etc.) embeddings vector search RAG pipelines

• Familiarity with operational monitoring tools like DataDog SumoLogic and LangSmith

• Open-source work public talks or thought leadership in AI or engineering

Compensation

For U.S. based hires: $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 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.