• Partner with customers to decompose ambiguous goals into concrete, buildable AI use cases, uncovering hidden complexity and edge cases along the way. • Determine whether the data a use case needs is available, identify the right APIs or MCP sources, and secure access. • Use Gladly’s CLI to register APIs on the App Platform, making customer data accessible to Gladly AI and agents. • Write app actions in JavaScript to condense large API payloads down to the fields the AI actually needs. • Build the workflows and guides that tell Gladly’s AI how to use that information and respond to the customer. • Own use cases end to end after launch: monitor performance, optimize, and build new use cases that lift assist and resolution rates. • Give proactive status updates to customers and the internal team, and partner with SAMs and Implementation Managers to keep goals and timelines aligned. • Participate in QBRs and EBRs to show progress and ensure customers are getting measurable value. • Partner with Solutions Engineering on pre-sales demos, and pull in Professional Services Engineering for the most complex custom work.

• Experiência sólida em desenvolvimento de software e práticas de engenharia de software. • Experiência avançada na construção, manutenção e otimização de pipelines CI/CD utilizando YAML. • Experiência prática com Git e estratégias de versionamento, branching e gerenciamento de releases. • Experiência com conteinerização utilizando Docker e orquestração de containers com Kubernetes. • Experiência na implementação e automação de testes unitários, integração, regressão e validações de qualidade em pipelines CI/CD. • Experiência comprovada com Azure DevOps e GitHub, incluindo Azure Pipelines, GitHub Actions e gerenciamento de repositórios. • Conhecimento de práticas DevSecOps, incluindo análise de vulnerabilidades, gestão de segredos e controles de segurança em pipelines.

• Manage and scale global infrastructure. • Hands-on administration of Linux servers. • Automation, network configuration, and system hardening. • Ensure high availability and performance. • Infrastructure planning, security, and compliance. • Support mission-critical environments. • Coordinate cross-connect implementations (L2/L3). • Design infrastructure solutions including complex network topologies. • Implement automated provisioning using Ansible and Terraform. • Apply OS patches and server upgrades with minimal downtime. • Monitor global infrastructure health using Prometheus/Grafana. • Enforce security policies: SSH hardening, firewalls, user permissions. • Design and maintain backup strategies and disaster-recovery plans. • Provide L2/L3 support, diagnose and resolve network and server issues.

• Solid experience in software development and software engineering practices. • Advanced experience building, maintaining and optimizing CI/CD pipelines using YAML. • Hands-on experience with Git and strategies for versioning, branching and release management. • Experience with containerization using Docker and container orchestration with Kubernetes. • Experience implementing and automating unit, integration, regression tests and quality validations in CI/CD pipelines. • Proven experience with Azure DevOps and GitHub, including Azure Pipelines, GitHub Actions and repository management. • Knowledge of DevSecOps practices, including vulnerability analysis, secret management and security controls in pipelines.