About Gladly:
Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
About This Role: We are seeking a talented and motivated Developer Support Engineer to join our dynamic team. As a Developer Support Engineer, you will play a crucial role in providing technical support to our customers and assisting them in resolving complex technical issues and guiding them on development / integration best practices. You will work closely with our support, customer success, professional services, engineering, and product teams to ensure a seamless customer experience and contribute to the improvement of our products based on customer feedback and inquiries.
What You’ll Do:
- Provide best practices to customers looking for guidance on how to build applications / integrations and reports utilizing Gladly’s REST APIs, data and other development tools
- Provide timely and effective technical support to our customers via various communication utilizing email and fulfill monthly submission quotas in our fast-paced support team
- On-call support - handling escalations for high-priority inquiries & Gladly incidents and compiling root cause analyses
- Create and maintain detailed technical and reporting documentation, knowledge base articles, and FAQs to help customers and internal teams find solutions independently
- Create public code samples to illustrate how best to use Gladly’s REST APIs, SDKs, and tools
- Update internal tools and write productivity scripts using Node.js
- Conduct product training sessions for developers to enhance their understanding and usage of our product
- Conduct enablements for internal Gladly teams and office hours for customers as an SME for related areas of the Gladly product that you work on regularly
Who You Are:
As a Developer Support Engineer at Gladly you will need a strong understanding of programming languages, web technologies, and software development methodologies.
You’ll thrive in this position if:
- You enjoy writing quick scripts to improve productivity for the wider team(s), and have a penchant for teaching others how to best use APIs, SDKs and architect their solutions.
- You are a quick, independent, and proactive learner, curious about how technology works, and enjoy getting in the weeds to learn about how systems connect to one another.
- You are responsive, quick on your feet and enjoy working with technically minded customers.
- You’re a great communicator - both during meetings and in writing.
You should be familiar with the following technologies:
- Node.js: scripting proficiency
- JavaScript, CSS, HTML, browser developer console: Ability to read and debug common / basic issues with code; ability to read developer documentation and create code samples
- REST APIs: Experience with building scripts using documentation from REST APIs
- Data models: Experience with understanding data models; some experience with building custom reports (e.g.: SQL, Looker) preferred
- Logging software (e.g.: SumoLogic): Ability to create queries and find required logs
- Basic familiarly with AI and LLM concepts
What You’ll Bring To The Team:
- 2+ years of Developer Support/Engineering experience
- 2+ years development / scripting experience in languages like JavaScript, Python
- Familiarity with debugging tools, version control systems, and issue-tracking systems
- Ability to manage tasks and support inquiries autonomousl
- A customer-focused mindset with a passion for delivering high-quality support
- Commitment to securing customer and Gladly confidential information, including proactive engagement with Gladly co-workers to raise awareness of potential security issues, concerns, or areas of improvement
- Experience building SaaS integrations
- Familiarity with templating frameworks
- Basic knowledge of Go Programming Language
Why Join Gladly?
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.
