Staff Software Engineer, Gorgias
Phone
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
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 of experience building and scaling high-traffic, real-time communication systems
- 4+ years of hands-on Python development (FastAPI, Flask)
- Experience with event-driven architectures (Kafka, Flink, RabbitMQ, Pub/Sub)
- Strong background in PostgreSQL, Redis, ClickHouse, Elasticsearch
- Experience with GCP, Kubernetes, Terraform, Datadog, Sentry, PagerDuty
- Proven ability to lead complex projects and mentor engineering teams
- Excellent problem-solving skills and a data-driven approach to decision-making
- Nice to have: TypeScript (React) experience for full-stack collaboration
What the job involves
- The Phone Team at Gorgias is responsible for building and optimizing our voice and SMS communication features, ensuring high-quality phone support for e-commerce brands worldwide
- The team values technical excellence, innovation, and collaboration, working closely with AI and product teams to enhance customer interactions
- Current projects include Call Transcription and Summarization, Live Call Queue Dashboards, and scaling our event-driven architecture for enterprise-grade call volume
- We’re looking for a Staff Engineer to lead the evolution of our Phone system. This role is perfect for someone who thrives in high-scale, real-time systems, enjoys mentoring engineers, and is passionate about building seamless voice and SMS experiences for users
- You'll drive technical decisions, shape our architecture, and help scale our telephony infrastructure
- Architect and develop scalable, high-performance voice and SMS communication systems
- Lead technical initiatives, mentoring engineers and driving best practices in distributed systems
- Feature development of new capabilities like Call Transcription and Summarization, Live Call Queue Dashboards, and advanced telephony functionalities
- Extend Voice and SMS features with AI capabilities and e-commerce platform integrations
- Optimize performance and reliability, ensuring our systems handle increasing traffic demands
- Enhance user experience, working with product and design teams on seamless Phone configuration
- Innovate with emerging technologies, keeping Gorgias at the forefront of telephony solutions
Application 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
- Meet one of our tech recruiters (30 minutes)
- Meet the Hiring Manager (45 minutes)
- Technical Stage: Live System design assessment (60 minutes)
- Engineering Culture (60 minutes)
- Meet the CTO and co-founder (30 minutes)
- After completing these steps, we conduct reference checks before extending an offer
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
19% employee growth in 12 months
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 HQ
Yerba Buena, San Francisco, CA
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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