Join Gladly, a customer-centered AI customer support platform, as a Senior Professional Services Engineer and help us redefine customer experiences! As a key member of our Professional Services team, you'll be instrumental in delivering seamless and scalable implementations of our platform, working closely with Sales, Product, and Engineering teams.
What You’ll Do:
* Manage and execute customer implementations, configuring Gladly instances using technical tools like JavaScript and CSS, along with project management skills.
* Improve team processes by contributing to project templates and implementation methodology.
* Partner with Implementation Management to develop and execute best practices.
* Collaborate with Product and Engineering to provide feedback on product needs and trends.
* Work with the SC team to craft solutions and understand pricing for enterprise deals.
* Contribute to internal tools built using Node.js.
* Mentor other team members across Customer Success.
What We’re Looking For:
* 5+ years of experience in a client-facing role.
* 5+ years of experience managing multi-phase enterprise projects with multiple stakeholders.
* Proficiency in reading API documentation and using APIs via tools like Postman and iPaaS like Zapier.
* Strong knowledge of front-end web technology.
* Eagerness to learn new technologies and processes.
* Ability to manage projects according to templated scope and timelines.
* High attention to detail.
* Proficiency in web development (e.g., JavaScript) and scripting.
* Experience with RESTful APIs and translating technical documentation into solutions.
* Experience with iOS/Android Development, SIP for Telephony, and GraphQL is a plus.
* SaaS experience in a professional services capacity.
* Ability to work independently and contribute to process development.
* Exceptional problem-solving and communication skills.
* Ability to navigate ambiguity and manage multiple priorities.
* A collaborative mindset and a passion for excellence.
Why Join Gladly?
* 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
If you're passionate about solving complex challenges, mentoring others, and shaping the future of customer support, we encourage you to apply!
How to Apply
Interested in this position? Please submit your resume and cover letter through the application portal.
Apply Now