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 – 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.

About the role

The ideal candidate has a strong background as a BE Software Engineer and chose the SRE/DevOps route, understands Event/Asynchronous architectures and has a proven record of running large-scale Web/SaaS applications.

You understand how software runs from the request life cycle, asynchronous communication between services, persistence, caching layers and its complexities; you can translate Systems Design into infrastructure and bridge the gaps of understanding with the software engineering team.

You understand the challenges of modern multi-tenancy SaaS software and how it impacts all areas of SRE ownership, from Observability, DR, DX, etc.

You have critical thinking around Architectural choices and their impact on data consistency, performance, scalability and maintainability, you are also able to communicate them clearly across all engineering teams.

As a Director you'll help shape the future of the SRE/DevOps organization, and mature our security and continuity processes while providing reliable and future-proof infrastructure components for all engineering teams.

About the team

The SRE team is composed of 6 engineers, mostly seniors and tackling big challenges including:

• Managing multi-TB Postgres clusters

• RabbitMQ and Redis with tens of thousands of operations per second

• 10+ full-featured GKE clusters worldwide, 10k+ Tenants

• Adopting new stack of: Kafka, Debezium, Apache Flink

• Facilitating rollout strategies at scale with Gitlab CI and ArgoCD

• Rolling out best practices around Kubernetes/Helm/Operators, SLIs/SLOs, Incident Management, Observability, Security, and Disaster Recovery to all Product-Engineering teams and driving adoption by them

• Automate complex infrastructure pieces for our worldwide footprint with best practices IaC with TF, strong scripting with Python/Golang

What You’ll Do:

• As the whole Engineering organization transforms towards EDA, you will utilize your technical experience to translate and lead the way on what it means to the Infrastructure team

• Drive our infrastructure to the next Scale phase, 5-10x

• Own the relationship with our Infrastructure Vendors and manage budgets, cost efficiency

• Own Security, Disaster Recovery, Continuity plan, Risk management, Incident management processes

• Coordinate across product and engineering teams to understand and widely socialize SRE priorities and processes across all of our products

• Establish a stronger Platform-Product interface for feature tracking and prioritization, and provide an opinionated and trusted voice for guiding these decisions.

Who you are:

• You have 4 years of experience as a people manager or technical leader with strong mentorship, career development, performance management, SDLC, OKRs setting, hiring skills

• You have at least 5 years of experience with distributed web applications and running 24/7 production environments

• You value Data Consistency, and processing correctness, and have no fear to dive deep into any layer of the stack to find a production issue

• Good coding skills. Good IaC skills with TF. You can be hands-on if necessary

Perks & Benefits:

• 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)

• 🏥 We provide private health insurance and retirement pension

• 💆🏻‍♀️ Get up to CAD 900 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to CAD 2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 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!

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

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.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com