Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.
Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.
As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.
Join us in our mission to deliver effortless support at every stage of growth.
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 Sr Manager 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 5 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
You think as a Platform, understand good abstractions and how reutilization ca
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!
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 and good & clean data are core beliefs shared by all
🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun!
More cool things to know about Gorgias... 😁
Raised our Series C for $30M in 2022: TechCrunch Article ⬅️
We went from 0 to 10,000+ merchants using our platform since 2016
We have a 4.7 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
