Staff Engineer, Gorgias
$203.5-224.9k
eCommerce customer support helpdesk
Open for applications
eCommerce customer support helpdesk
201-500 employees
Open for applications
$203.5-224.9k
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
- 7+ years experience in building and scaling high traffic systems
- Significant experience with event-driven systems and eventual consistency
- You have experience integrating with third-party APIs at scale, ensuring resiliency and consistency
- Experience with continuous development/deployment
- Strongly desirable experience with Kafka, Python
- You care about working on applications that are putting the customer's needs first and you thrive in a fast-paced and distributed environment. You are comfortable with working with a product team, providing feedback and suggesting new ideas
- Experience with front-end frameworks (React, Angular, Vue, Next) is a plus
What the job involves
- The Apps Team is responsible for creating and maintaining Native Apps between external services and Gorgias, as well as enabling others to create apps in Gorgias
- Apps are the connecting piece between Gorgias and the rest of the ecosystem: through them, support tickets are created and answered, customer data is ingested, actions on external services are executed
- There are two types of Native Apps we own:
- Messaging: Apps which allow users to send and receive messages from third-party channels. Those include for example Gmail, Facebook Messenger, or Aircall
- Ecommerce: Apps which allow users to have more data about customers contacting them and to execute actions for those customers. Those include for example Shopify, Recharge, or Magento 2
- Work with smart, passionate people every day
- Get extreme ownership over your work and results
- Be treated like the expert you are
- Do work that matters, impacting thousands of businesses and millions of shoppers
- Mentor and lead engineers, to make our products scale
- Define a strategy for reducing maintenance costs and improve performance and resiliency of existing Native Apps
- Lead the implementation of new Native Apps, integrating the whole Gorgias product suite with new Partners
- Work with adjacent teams to improve the way Native Apps integrate with all the products in Gorgias’s suite
- Mentor engineers within the team, to raise the engineering quality bar
- Work with senior engineers across the company to draw the future direction of our engineering practices
- Support our customers directly with issues on the Team’s domain once every 6 weeks
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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