Senior Software Engineer
About the Role
This role is focused on backend development, specifically supporting the migration of our customer support platform from Zendesk to Gladly, as well as maintaining and extending the integration services that power our support operations.
You'll be embedded in a small, collaborative engineering team working directly with Customer Support and Ticketing Platform teams. If you thrive in fast-moving environments, take pride in owning your code end-to-end, and enjoy meaningful technical work — this role is for you.
What You'll Be Working On:
Lead and contribute to the ongoing migration of our customer support system from Zendesk to Gladly, with a go-live planned.
Develop and maintain backend services and integration layers within our Ruby on Rails monolith
Build and support internal integration services that connect our support platforms with core business systems
Participate in sprint ceremonies, code reviews, and collaborative planning sessions
Own the quality of your work — writing tests, performing developer-driven QA, and ensuring production readiness without a dedicated QA engineer
Collaborate closely with Customer Support Representative (CSR) teams and ticketing platform stakeholders
Tech Stack:
Primary: Ruby, Ruby on Rails
Architecture: Rails monolith + separate integration services
Supporting: REST APIs, JSON, internal tooling
What We're Looking For:
5+ years of software engineering experience
Strong Ruby development skills are a must
Solid experience building and maintaining backend services and API integrations
Comfort working without a dedicated QA team you own testing and production readiness
Experience working in Agile environments (sprints, code reviews, ceremonies)
Bachelor's degree in computer science or equivalent practical experience
Nice to Haves:
Experience with Gladly and/or Zendesk
Background in platform migrations
Full-stack exposure (React, TypeScript, HTML/CSS) beneficial for potential future team movement
Familiarity with GraphQL or Kafka