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 –&nbsp;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.

Gorgias

If your referral is hired by Gorgias, you will receive 1.000$ for an IC position and 1.500$ for a management opening. Thanks for your help!

Email

Phone

LinkedIn

Portfolio

Comment

Comment recruiter

Resume

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands. Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.<h4>Relocate to either: Paris, Lisbon or Belgrade. Relocation and visa provided. About The SRE Team </h4> We are seeking a highly skilled and experienced Senior Site Reliability Engineer (SRE) to join our team. As an SRE at Gorgias, you will play a crucial role in ensuring the reliability, scalability, and performance of our systems, enabling the seamless delivery of our products and services.The SRE team at Gorgias maintains the core infrastructure and services that make up the heart of our product. We have the privilege to work with high throughput systems and TB-scale data stores serving billions of queries per day, most with sub millisecond response times.We also design and maintain the software delivery stack, offering features such as metrics-based canary rollout strategies to all internal development teams.We currently have a team of 9 Senior and Staff SREs operating together globally with aim to be 12 in the near term. We focus on scalable methods to provide the largest impact across the organization.Some achievements we’re proud of:<ul><li>Partitioned multi-TB tables in Postgres to reduce Vacuum time by 5x</li><li>For partitioning we studied the problem, the partitioning strategy, analyzed all queries to avoid bad surprises, utilized Debezium and Kafka to do a live copy and accomplished it with less than 20 mins maintenance window and no data loss</li><li>Split PostgreSQL connections proxy in multiple pools to guarantee quotas per service of our product, allowing sub-systems that heavily hit the database to be contained and not create a large incident blast radius</li><li>For connections proxying we had to go deeper into the BE to propose solutions, coded part of the fix in the backend, provided the path and helped teams migrate to the new methodology. In the end successfully eliminating incidents due to DB connections starvation</li><li>Worked with all product-engineering teams to accomplish SOC2 certification, ran a Hackerone program, refactored our whole incident management with Rootly for better visibility and resolution time, and improved our overall security posture</li><li>To keep the lights on the team is constantly working on upgrading our self-hosted Postgres and RabbitMQ, alongside other critical infrastructure components with minimal down time and high accuracy</li></ul><h4>What You Will Do:</h4><ul><li>Manage multi-TB PostgreSQL clusters in the public cloud, optimize parameters, storage settings and data structure</li><li>Operate RabbitMQ and Redis with tens of thousands of operations per second</li><li>Manage 10+ full featured GKE clusters worldwide, 10k+ Tenants</li><li>Adopt new stack of: Kafka, Debezium, Apache Flink</li><li>Facilitate rollout strategies at scale with Gitlab CI and ArgoCD</li><li>Roll out best practices around Kubernetes/Helm/Operators, SLIs/SLOs, Incident Management, Observability, Security, and Disaster Recovery to all Product-Engineering teams and drive adoption by them</li><li>Automate complex infrastructure pieces for our worldwide footprint with best practices IaC with TF, strong scripting with Python/Golang</li></ul><h4>What You Should Have:</h4><ul><li>Experience with cloud-native web systems at scale</li><li>Bachelor's degree in Computer Science or equivalent work experience.</li><li>5+ years experience as a Site Reliability Engineer or similar role, with a focus on maintaining high-performance, scalable, and reliable high-throughput web systems.</li><li>Proficiency in using Kubernetes for container orchestration and management.</li><li>5+ years experience with Cloud Providers (AWS, GCP) and a deep understanding of cloud services and architectures.</li><li>Proficient in scripting and programming languages such as Python, Bash, Go, or NodeJS.</li><li>Comfortable and confident in Linux systems and the command line.</li><li>Solid understanding of infrastructure as code (IaC) principles and experience with tools like Terraform.</li><li>Experience with continuous integration and deployment (CI/CD) pipelines.</li><li>Excellent problem-solving and troubleshooting skills.</li><li>Strong communication and collaboration skills with the ability to work effectively in a team environment.</li></ul>Bonus Points If You Have:<ul><li>Certification in Kubernetes (e.g., Certified Kubernetes Administrator - CKA).</li><li>Certification in a Cloud Provider platform (e.g., AWS Certified Solutions Architect, Google Cloud Professional Cloud Architect).</li><li>Experience in managing and optimizing PostgreSQL databases. </li></ul><h4>Company Benefits and Perks </h4><ul><li>🏖️ 5-week vacation plus 2 weeks RTT</li><li>🤕 Paid sick leave</li><li>🌏 6 weeks full remote/year</li><li>🧸 Paid parental leave (16 weeks)</li><li>🚊50% of public transportation reimbursed</li><li>💻 MacBook Pro</li><li>🍽️ Personal credit card to buy lunches (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://www.swile.co/en-FR">Swile</a>)</li><li>🏥 We provide private health insurance (we use <a target="_blank" rel="noopener noreferrer nofollow" href="https://alan.com/">Alan</a>)</li><li>💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)</li><li>📚 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.</li><li>🥰 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!</li></ul>Diversity & Inclusion at Gorgias We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>. Let’s grow together!

office

remote

contract

worktime

⭐️ Here at Gorgias, our Customer Success Team is on a mission, and it's not just to hit targets. We're becoming best-in-class! We've got a blend of passion and expertise, with 17 dedicated Customer Success Managers (CSMs), guided by three Team Leads, with oversight from a Director. Each Team Lead has six CSMs, to give every CSM coaching and mentorship, allowing the opportunity to fine-tune their skills and grow in their roles. We've put in place a growth track designed to help CSMs achieve outstanding results in their customer success careers. Even though our team members are located around the world from Australia to Romania, we've got a strong team culture that thrives on collaboration, communication and mutual support. We even have in-person events for team building and time for some fun.

Customer Success Team

Customer Support Team

📊 Data Analytics team's mission is maximize Gorgias's impact by empowering all other teams to make data-backed decisions by providing them with accurate data & assisting them in driving insights.

Data Analytics Team

Engineering Team

💰 The Finance & Strategy team's mission is to empower department leaders with insights, tools, and data to make decisions about where to place bets and allocate capital.

Finance & Strategy

🗣️ Marketing's team ambition is for our product to be widely recognized by the e-commerce ecosystem as the most impactful helpdesk for online stores. We want every single e-commerce owner to have Gorgias in mind when they think about customer experience solutions.

Marketing Team

Our mission is to have Exceptional People Grow in an Exceptional Environment

People Team

At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.
Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Product & Design Team

Sales Team Mission: As the Sales team, we are dedicated to driving growth and creating value for ecommerce merchants and their customers. Our mission is to turn opportunities into customers, and empower ecommerce merchants to deliver exceptional customer experience, automate up to 30% of support and increase website conversion by 15%.

Partnerships Team Mission: As the Partnerships team, we are dedicated to identifying new opportunities, nurturing partnerships, and creating value for ecommerce merchants, their customers, and the overall ecosystem of ecommerce partners. Our mission is to drive growth through strategic partnerships, increase our market presence, and empower ecommerce merchants to deliver exceptional customer experience.

Senior Site Reliability Engineer

Gorgias

General Information

General Information

Team's last jobs