Senior Software Engineer

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