Senior Machine Learning Engineer, Gorgias
+ Equity
eCommerce customer support helpdesk
Open for applications
eCommerce customer support helpdesk
201-500 employees
Open for applications
+ Equity
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- Proven track record in Machine Learning (NLP/HuggingFace/Math), software design (DDD) and developing&maintaining APIs and batch jobs (FastAPI/kubeflow/DBT)
- Familiarity with LLM life cycle, text-to-speech, speech-to-text, reinforcement learning and vision is a plus
- Proficiency in Python, our engineering tools and frameworks. Familiarity with GCP is a plus
- Excellent written and verbal communication skills in english, with the ability to articulate complex concepts to both technical and non-technical stakeholders
- Masters degree in STEM (science, technology, engineering and mathematics), or a related field
What the job involves
- Join our Machine Learning team, where we’re transforming the ecommerce landscape by automating interactions between merchants and shoppers
- Our mission is to make these experiences effortless for everyone involved
- Our team includes Software Engineers, Machine Learning Engineers, Product Managers, and Designers who work together to advance AI-driven customer support
- Our main focus is building an AI Agent that can accurately and efficiently respond to customer inquiries and drive sales!
- As part of the Machine Learning team, you will play a crucial role in developing, refining, and enabling our AI Agent, designed to automatically address and resolve shopper requests for our merchant clients
- You will optimize and implement solutions that enhance the efficiency, accuracy, and functionality of our AI-driven customer support, marketing and phone solutions
- Own the feedback, observability, and continuous training of the deployed solutions/models (we use HuggingFace, Vertex, Comet ML, multiple LLM providers, and PromptLayer)
- Work on Generative Agents, Recommender systems, and Knowledge graphs
- Solve product-facing problems with classical NLP and/or with LLMs
- Keep up with the relevant math and computer science state-of-the-art
- Build clear tech specs and implement solutions with domain-driven design that can scale and allow for fast, reliable, and trusted iterations
- Maintain our services (we use FastAPI) and cron jobs (we use Kubeflow)
- Own the development life cycle (Terraform permissions, test coverage of 80%, CI/CD, k8s, Datadog, PagerDuty)
- Collaborate in a cross-functional team: we are providing Machine Learning as a service within Gorgias
- Maintain the ML team data pipeline (we use BigQuery and DBT)
- Collaborate with data engineers, software engineers, and product managers to understand requirements and incorporate feedback
- Analyze the performances post-release and help identify a path toward improvements in the next iteration
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 10,000 stores, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company values
- Maximise your impact
- Customer first
- Be 100% honest
- Strive for excellence
- Take EXTREME ownership
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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