Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

Basics

• Salary : USD 190k - 210k

• Location : San Francisco, Hybrid policy

• Contract : Permanent, full-time

What you’ll do

• Design features, API, and models for 16000 merchants and 12M shoppers across the world.

• Work closely with an engineering manager, a product manager, and a designer, and alongside a team of seasoned senior engineers

• Collaborate with other teams within an engineering team of 100 and counting engineers

• Grow and strengthen your skills and expertise by working with teams in charge of frontend, backend, and data pipeline components

• Participate in solving today’s technical challenges to make Gorgias’s platform and systems scale to an always-increasing customer and data traffic

• Ship your features in production by yourself; we empower engineers to be as autonomous as possible

• Monitor the success of your deployment in accordance to Gorgias’ monitoring strategy and success criteria

• Help our customers by debugging, correcting, or providing an incident response by participating in a support and on-call rotation with other engineers

Who you are

• Tech Stack Proficiency: You have experience with Python.

  • We can also consider extensive experience on Ruby on Rails, Node.js, Java, or C# in building SaaS tools and APIs.

• Cross-Functional Teams: You've been part of teams that include engineers, designers, and product managers.

• Technical and Business Perspective: You can explain your projects from both a technical and business standpoint.

• Fast-Paced Environment: This is a fast-paced setting where things move quickly, with multiple product shipments per day.

• Production Experience: You're familiar with shipping and monitoring applications in production environments using tools like Datadog or Grafana.

• Versioning: You have experience working collaboratively through a review process using versioning tools such as GitHub or GitLab.

• Handling High Traffic: You have experience building scalable, fault-tolerant web applications optimized for heavy traffic. Your expertise includes managing thousands of API calls per second and handling hundreds of thousands of queries per second (QPS) for 16,000 stores worldwide.

• DevOps Skills: You are experienced with DevOps tools and practices like Docker, Terraform, and Kubernetes.

• Maximizing your impact: You are not afraid to iterate fast and pivot when new data modifies the scope of a feature

• Ownership: Do you take ownership of your work, including your mistakes? We'd love to hear about times you went above and beyond.

At Gorgias, we value individuals from diverse backgrounds. We recognize that not everyone will check every box on day one, and that’s perfectly fine. If you’re enthusiastic about technology and eager to develop your skills, we encourage you to apply.

The teams you could be joining

Phone Team Develops Voice and SMS solutions for seamless e-commerce customer support, integrating third-party telephony and enhancing voice automation.

Apps Team Builds native apps connecting Gorgias to external services, including messaging (e.g., Gmail) and e-commerce (e.g., Shopify) integrations.

Developer Relations Team Ensures a secure, well-documented API, enabling external developers to build and connect apps, and supporting a growing app ecosystem. Second, that team is in charge of providing authentication & authorization capacities to external and internal developers.

Growth Team Manages the user journey from onboarding to billing, ensuring a seamless experience while preventing fraudsters from abusing the platform.

In-App Analytics Team Creates in-product analytics and real-time processing features, supporting internal teams with advanced tooling and datasets.

Streaming Infrastructure Team Builds a scalable data streaming platform, providing tooling, monitoring, and guidelines to propagate and aggregate data across multiple availability zones.

Interview process

Our interview process consists of 4 main steps and typically takes around two weeks from the initial screening to the offer stage, with feedback provided every 48 hours.

1. Meet one of our tech recruiters (30 minutes)

2. Meet two of our Engineering Managers (45 minutes)

3. Technical Stage: Live System design assessment (60 minutes) & live coding session (60 minutes)

4. Meet the CTO and co-founder (30 minutes)

After completing these steps, we conduct reference checks before extending an offer.

🚀 We're among the fastest-growing startups in the eCommerce ecosystem 🦄 We've built amongst the top trending Customer support solution for E-commerce 🥇 Work with a talented team you'll learn a lot from 🙏 Join a company where automation and good & clean data are core beliefs shared by all

Perks & Benefits

• 🏖️ 5-week vacation

• 🤕 Paid sick leave

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Monthly lunch stipend of $300

• 🏥 Health insurance with up to 100% of premiums paid for employees - Anthem explore our plans

• 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.

• 💆🏻‍♀️ Get up to $700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to $2000 of learning material and wellness support per year! This includes $1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a $500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [email protected]