Senior Analytics Engineer

Gladly is a Radically Personal Customer Service Platform that puts people at the center of a single, lifelong conversation. We enable companies to talk to their customers the way people talk to their friends: seamlessly across voice, email, SMS, chat, and social media.

Gladly’s data products are a foundation for enabling contact center leaders to understand their team’s performance and identify opportunities for their company. Because of Gladly’s unique approach to customer service, the data we provide is a key differentiator, not an afterthought. Our data warehouse also gives Gladly’s customer success team the insights to help customers optimize their use of the product. We create a range of metrics and datasets based on carefully designed events and data models. We are looking for an analytics engineer to join our small, fast-growing and high impact team.

What you’ll do

Design and create data sets and metrics to cater to the needs of Gladly customers and internal audiences.
Collaborate with various Gladly teams to design the data warehouse schema, modeling it in a way that empowers other teams to answer their questions.
Build, test and operate transformations of event streams and transactional data into analytics models.
Apply software engineering best practices like CI/CD and observability to the analytics code base.
Build tooling and monitoring to ensure data warehouse cost effectiveness and scalability.

You’ll be successful by

Being eager to learn Gladly’s business domain and apply this knowledge in building the innovative product.
Self-organizing and prioritizing your work based on the impact to the customer.
Understanding how to balance pragmatic solutions with best practices of data modeling and software engineering.
Showing ownership and pride in your work by promoting the best practices of building analytics models within Gladly, educating other engineers on the warehouse design, and providing ongoing maintenance and support.

We’re excited about you because you have

7+ years of engineering experience including 5+ years of data modeling and transformation.
Strong teamwork skills; you love participating with high-performing teams of engineers.
Customer-centricity and product focus. You look at everything you create through the lens of how it improves things for the end-user. You are comfortable communicating how various technical approaches might impact the product behavior (and vice versa).
Learning mentality. You aren't intimidated by new domains or technology; you're willing to dive into documentation/videos, talk to your teammates, and experiment to become well-versed.
Competence with data modeling and transformation, software design, experience with cloud architectures.
Willingness to work across the development stack. You enjoy working on data modeling and transformation and are also fluent with data infrastructure. You're willing to jump into the Gladly backend application on occasion.
Operational expertise. You value robust repeatable data transformations with actionable monitoring and the importance of tooling for resolving issues.
(Bonus) Experience with the technologies we use: dbt, Go, Python, Snowflake, Looker, Postgres, Kafka, Redis, Docker, Kubernetes, AWS.

Compensation

$156,000-$215,000 annually.

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