Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 💬 + 📦 = ❤️

We’ve been around since 2015, and we’re serving over 8000+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our growth exceeded 200% in 2020, so we raised $25 million Series B in December 2020 to double our global team and to accelerate our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

Join us! Resistance is futile!

You’ll fit right in if you care about working on applications that put the customer’s needs first. At Gorgias, we work hard, so our customers have an easier job! We also like working with people that “get stuff done” and are confident about pushing their code to production many times a day. You’re also one of those people that care about becoming a better engineer and human every day. Learning never stops; we help each other get better!
If getting your hands dirty in a real-world application that touches the lives of millions is your thing, then yeah, Gorgias is for you.

What are some of the things we work on?

As site reliability engineers, we’re continually improving monitoring and alerting using Stackdriver, Datadog, and Sentry. When we have proper monitoring set in place, we can make clear decisions about ensuring that our infrastructure runs smoothly for our customers on the Google Cloud Platform. We also treat the infrastructure as code and are provisioning it using Terraform and Helm3. We also work a lot with Postgres, RabbitMQ, Google PubSub, and Kubernetes.
We are currently facing typical fast growth challenges: number of HTTP requests grew by 200% in the last 6 months, our main database has more than 10TB+ of SQL data, our P99 response time is suboptimal, etc. So every month, we need to balance between architecture, optimization, configuration change, or just more/bigger servers.

Who are we at work?

We manage multiple k8s clusters in several regions, with around a hundred nodes and many Tb of database storage; that is why we strongly prefer people who have managed high-traffic web applications for the past 3+ years.
Also, because our apps have over 5000 daily active users with sessions longer than 6h/day, we put great importance on quality, testing, and code-review – yes, that includes infrastructure code. Sometimes, however, we have to go lower level and work directly with VMs, firewalls, load balancers and have an excellent understanding of Linux and containers.
If this is the type of environment you’re looking for, then you should consider applying.

About You

6-10 years of work experience
Programming experience, preferably in Python (a good 3rd of your time will be spent reading python code to investigate performance problems and bottlenecks, but you won’t be writing the code)
You’ve built an infrastructure from scratch at some point in your career
Extensive experience working with modern SRE stack (Kubernetes, Terraform, Datadog, Cloud environment)
You are looking to be an individual contributor; managing or leading a group of engineers isn’t your favorite thing
You like to bounce off fresh ideas with other engineers and SRE’s on how to automate things better

Nice to Have

You have startup/small size company experience
How you became an SRE is a story worth telling, and we’d love to hear it

Perks & Benefits

💰Competitive salary & equity (90th percentile of the market for your city) 📣Stay tuned for our upcoming Public Salary Calculator to help you generate offers before entering our process!
🏖 4 weeks of vacation
🍼 Paid parental leave
💻 Latest MacBook Pro or equivalent
🩺 Private health insurance plus we cover 33% for all your dependents
🍴 Sponsored lunch delivery
💆 Get up to $700 to set up your workstation at home (working from home should feel breezy)
📚 Get up to $2000 of learning material (includes books, courses, training sessions, etc.)
😍 Every quarter we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once traveling is safe, we’ll transform these summits into offsites!)

Interview Process

Meet Victoria, our Tech Recruiter, for an introductory call in which you get to know more about Gorgias and the position, and we get to learn more about you.
Work on a take-home challenge which consists of building a small Flask application; we give two weeks to get it done since we know candidates have lives outside of interviews 😉
Meet your future manager Jordan and the rest of the SRE team: Chris, Dennis, Daniel, and Vincent. Brainstorm together on current challenges to see how you’d work together and discuss the take-home challenge you worked on.
Meet Alex, CTO, and co-founder at Gorgias. This is an excellent time to ask difficult questions and see if we are a good match for you.

Engineering Team Culture

Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.

You should join us if you want to ship stuff fast without sacrificing quality. We’ve put great importance on testing our code, cleaning it, treating errors first, and features later.

We also value growth and ownership. People make mistakes. We learn from them to avoid them in the future. We cannot achieve excellence if there are no bumps in the road.

Why join us?

🚀 We’re among the fastest-growing startups in the eCommerce ecosystem
🦄 We’ve built an extremely efficient go-to-market engine
🥇 Work with a talented team you’ll learn a lot from
🙏 Join a company where automation, good & clean data are core beliefs shared by all

More cool things to know about Gorgias… 😁

• Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a
• Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/
• We went from 0 to 7000 merchants using our platform every day from 2016 to 2021
• We have a 4.5 rating on Glassdoor
• What our customers are saying: apps.shopify.com/helpdesk#reviews
• Our software stack: stackshare.io/gorgias
• Other positions: jobs.lever.co/gorgias

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.