Professional Services Engineer

Summary

Join Gladly's Professional Services team as a Senior Professional Services Engineer and contribute to seamless, scalable implementations of our AI-powered customer support platform. You will manage and execute customer implementations, improve team processes, partner with various teams (Implementation Management, Product, Engineering, Sales, and Customer Success), contribute to internal tools, and mentor team members. This role requires strong technical skills, including API and front-end experience, and project management expertise. Gladly offers a fully remote work environment, competitive salaries and benefits, generous paid time off and parental leave, and opportunities for professional growth. The ideal candidate thrives in ambiguity, is highly detail-oriented, and possesses exceptional problem-solving and communication skills.

Requirements

• 5+ years experience in a client-facing role
• 5+ years experience with managing multi-phase enterprise projects / initiatives across multiple stakeholders
• Ability to read API documentation, and use APIs via tools like Postman and iPaaS like Zapier to effectively craft solutions and integrations for customers
• Strong knowledge of front-end Web technology
• Someone highly eager to learn new technologies, new processes and deals well with uncertainty
• Ability to manage a project according to a templatized scope, and timelines with an external customer
• Highly attentive to detail
• Proficiency in web development technology (e.g.: JavaScript) and experience writing scripts or applications
• Proficiency with RESTful APIs, and ability to read and internalize technical documentation, and translate to solutions
• SaaS experience in a professional services capacity, working with enterprise clients
• Ability to work independently
• Ability to contribute to / develop processes from scratch, recognize trends and suggest improvements (e.g.: with product team)
• Exceptional problem-solving and communication skills (both verbal and written), with a collaborative mindset
• The ability to navigate ambiguity and manage multiple priorities effectively
• A willingness to learn and contribute to a fast-paced team fueled by underdog grit and a shared passion for excellence

Responsibilities

• Manage and execute on implementations for customers, and configure their Gladly instances
• You'll need to use a mix of technical tools (e.g.: JavaScript, CSS) and project management skills
• You'll partner with an Implementation Manager on most projects
• Improve our team processes by contributing to our project templates and implementation methodology
• Partner with the Implementation Management team to effectively develop and execute on best practices throughout implementations
• Partner with the Product and Engineering teams to deliver feedback on product needs / trends
• Partner with the SC team to effectively craft solutions and understand pricing on enterprise deals
• Contribute to our internal tools (built using node.js)
• Provide mentorship to other members of the team across Customer Success

Preferred Qualifications

Experience with other technologies such as iOS/Android Development, SIP for Telephony and GraphQL a plus

Benefits

• 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