Gorgias

About the Company

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.

Listed Jobs

Company Name

Gorgias

Job Title

Senior Site Reliability Engineer

Job Description

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.

About The SRE Team

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 4 Senior and Staff SREs operating together globally with aim to be 6 in the near term. We focus on scalable methods to provide the largest impact across the organization.

Some achievements we’re proud of:

Partitioned multi-TB tables in Postgres to reduce Vacuum time by 5x
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
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
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
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
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

What You Will Do:

Manage multi-TB PostgreSQL clusters in the public cloud, optimize parameters, storage settings and data structure
Operate RabbitMQ and Redis with tens of thousands of operations per second
Manage 10+ full featured GKE clusters worldwide, 10k+ Tenants
Adopt new stack of: Kafka, Debezium, Apache Flink
Facilitate rollout strategies at scale with Gitlab CI and ArgoCD
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
Automate complex infrastructure pieces for our worldwide footprint with best practices IaC with TF, strong scripting with Python/Golang

What You Should Have:

Experience with cloud-native web systems at scale
Bachelor's degree in Computer Science or equivalent work experience.
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.
Proficiency in using Kubernetes for container orchestration and management.
5+ years experience with Cloud Providers (AWS, GCP) and a deep understanding of cloud services and architectures.
Proficient in scripting and programming languages such as Python, Bash, Go, or NodeJS.
Comfortable and confident in Linux systems and the command line.
Solid understanding of infrastructure as code (IaC) principles and experience with tools like Terraform.
Experience with continuous integration and deployment (CI/CD) pipelines.
Excellent problem-solving and troubleshooting skills.
Strong communication and collaboration skills with the ability to work effectively in a team environment.

Bonus Points If You Have:

Certification in Kubernetes (e.g., Certified Kubernetes Administrator - CKA).
Certification in a Cloud Provider platform (e.g., AWS Certified Solutions Architect, Google Cloud Professional Cloud Architect).
Experience in managing and optimizing PostgreSQL databases.

Company Benefits and Perks

5-week vacation plus 2 weeks RTT
Paid sick leave
6 weeks full remote/year
Paid parental leave (16 weeks)
50% of public transportation reimbursed
MacBook Pro
Personal credit card to buy lunches (we use Swile)
We provide private health insurance (we use Alan)
Get up to €700 to set up your workstation at home (working from home should feel breezy)
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.
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!

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 accommodation@gorgias.com. Let’s grow together!

Paris, France

Hybrid

14-04-2025

Company Name

Gorgias

Job Title

Machine Learning Engineer - Internship

Job Description

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.

About the Machine Learning Team

Join our Machine Learning team, where we’re transforming the ecommerce landscape by automating interactions between merchants and shoppers. Our mission is to make these experiences effortless for everyone involved.

Our team includes Software Engineers, Machine Learning Engineers, Product Managers, and Designers who work together to advance AI-driven customer support. Our main focus is building an AI Agent that can accurately and efficiently respond to customer inquiries and drive sales!

As a company,

we serve 15K+ e-commerces,
we handle 1M+ merchant-shopper interactions per day
we recently raised $30 Million Series C (crunchbase article)

The Machine Learning solutions we built are already embedded in the product:

A state of the art Agentic LLM pipeline that crafts answers and execute e-commerce actions -bringing value to both Gorgias and our customers at scale!!!
rely on multiple providers (including in-house fine-tuned models),
implement AB testing to validate prompt engineering,
built a knowledge retrieval system to contextualize customer requests (ANN, rerankers, feedbackloops, knowledge graphs)
Classification Algorithms based on classical NLP to identify non-support-related emails, detect intent, and infer customer sentiments
Clustering based on minimum cost flow problems to discover new knowledge resources from non-automated interactions
Product recommendation system to drive sales and conversions on merchant websites
What you will do

As part of the Machine Learning team, you will play a crucial role in developing, refining, and enabling our AI Agent, designed to automatically address and resolve shopper requests for our merchant clients. You will optimize and implement solutions that enhance the efficiency, accuracy, and functionality of our AI-driven customer support, marketing and phone solutions.

Machine Learning:
Own the feedback, observability, and continuous training of the deployed solutions/models (we use HuggingFace, Vertex, Comet ML, multiple LLM providers, and PromptLayer)
Work on Generative Agents, Recommender systems, and Knowledge graphs
Solve product-facing problems with classical NLP and/or with LLMs
Keep up with the relevant math and computer science state-of-the-art
Engineering
Build clear tech specs and implement solutions with domain-driven design that can scale and allow for fast, reliable, and trusted iterations.
Maintain our services (we use FastAPI) and cron jobs (we use Kubeflow)
Own the development life cycle (Terraform permissions, test coverage of 80%, CI/CD, k8s, Datadog, PagerDuty)
Collaborate in a cross-functional team: we are providing Machine Learning as a service within Gorgias
Maintain the ML team data pipeline (we use BigQuery and DBT)
Collaborate with data engineers, software engineers, and product managers to understand requirements and incorporate feedback
Analyze the performances post-release and help identify a path toward improvements in the next iteration
Who you are

During your internship in the ML team at Gorgias, you’re expected to grow technically to become efficient at handling the responsibilities mentioned above. Please make sure you have a valid Convention de stage before applying.
Technical Skills: You’re able to write object oriented software in Python. You’re familiar with Docker, pip-tools, and capable of maintaining a local development setup. Familiarity with our engineering tools, frameworks, and GCP is a plus.
Breadth of knowledge: You are familiar with Machine Learning (NLP/LLM/HuggingFace/Math), software design (DDD), text-to-speech, speech-to-text, reinforcement learning and vision.
Communication: Excellent written and verbal communication skills in english, with the ability to articulate complex concepts to both technical and non-technical stakeholders.
Education: Masters degree in STEM (science, technology, engineering and mathematics), or a related field.
Company Benefits And Perks

2k/month (Competitive salary & equity - 90th percentile worldwide, go check our public salary calculator)

1 paid day off per month

1 paid day of sick leave per quarter

Lunch vouchers by Swile

We provide a transportation stipend

Hybrid Work Policy - 2 days (Wednesday & Thursday) mandatory attendance in Paris office

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 accommodation@gorgias.com. Let’s grow together!

Paris, France

Hybrid

14-04-2025