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>About the Team ☎️ </h4>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.<h4>About the Role 👇 </h4>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.<h4>What You’ll Do 👇 </h4><ul><li>Architect and develop scalable, high-performance voice and SMS communication systems.</li><li>Lead technical initiatives, mentoring engineers and driving best practices in distributed systems.</li><li>Feature development of new capabilities like Call Transcription and Summarization, Live Call Queue Dashboards, and advanced telephony functionalities.</li><li>Extend Voice and SMS features with AI capabilities and e-commerce platform integrations.</li><li>Optimize performance and reliability, ensuring our systems handle increasing traffic demands.</li><li>Enhance user experience, working with product and design teams on seamless Phone configuration.</li><li>Innovate with emerging technologies, keeping Gorgias at the forefront of telephony solutions.</li></ul><h4>Who You Are 👇 </h4><ul><li>7+ years of experience building and scaling high-traffic, real-time communication systems.</li><li>4+ years of hands-on Python development (FastAPI, Flask).</li><li>Experience with event-driven architectures (Kafka, Flink, RabbitMQ, Pub/Sub).</li><li>Strong background in PostgreSQL, Redis, ClickHouse, Elasticsearch.</li><li>Experience with GCP, Kubernetes, Terraform, Datadog, Sentry, PagerDuty.</li><li>Proven ability to lead complex projects and mentor engineering teams.</li><li>Excellent problem-solving skills and a data-driven approach to decision-making.</li><li>Nice to have: TypeScript (React) experience for full-stack collaboration.</li></ul><h4>Interview process</h4>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.<ol><li>Meet one of our tech recruiters (30 minutes)</li><li>Meet the Hiring Manager (45 minutes)</li><li>Technical Stage: Live System design assessment (60 minutes)</li><li>Engineering Culture (60 minutes)</li><li>Meet the CTO and co-founder (30 minutes)</li></ol>After completing these steps, we conduct reference checks before extending an offer.<h4>Perks and Benefits</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.

Staff Software Engineer - Phone

Gorgias

General Information

General Information

Team's last jobs