Senior Site Reliability Engineer

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not specified
• Relocation: Required to Paris, Lisbon, or Belgrade (Relocation and visa provided)

Gorgias is a conversational AI platform for e-commerce, designed to boost sales and streamline support inquiries. It is utilized by over 15,000 e-commerce brands, supporting businesses from independent shops to globally recognized brands. Gorgias is built for Shopify and integrates advanced e-commerce capabilities, enabling personalized customer interactions through its conversational AI, which understands brand specifics, tools, policies, and customer data. This allows for efficient handling of tasks like order modifications, returns, and product recommendations. Gorgias aims to make every customer interaction personal, transform support into sales opportunities, and shape success through conversations.

About The SRE Team

The Site Reliability Engineering (SRE) team at Gorgias is responsible for maintaining the core infrastructure and services that power the product. The team works with high-throughput systems and large-scale data stores, handling billions of queries daily with sub-millisecond response times. They also design and manage the software delivery stack, including features like metrics-based canary rollout strategies for all internal development teams. The team currently consists of 9 Senior and Staff SREs globally, with plans to expand to 12. The team prioritizes scalable methods to maximize impact across the organization.

Notable Team Achievements:

• Reduced PostgreSQL Vacuum time by 5x through partitioning of multi-TB tables. This involved in-depth problem analysis, strategy development, query analysis, and utilizing Debezium and Kafka for live copying, achieving this with less than 20 minutes of maintenance and no data loss.
• Split PostgreSQL connection proxy into multiple pools to guarantee quotas per service, isolating database-intensive sub-systems and preventing widespread incidents due to connection starvation. This involved deep backend investigation, contributing to the fix, and guiding teams through migration.
• Collaborated with all product-engineering teams to achieve SOC2 certification, managed a Hackerone program, refactored incident management using Rootly for improved visibility and resolution times, and enhanced overall security posture.
• Continuously works on upgrading self-hosted PostgreSQL and RabbitMQ, along with other critical infrastructure components, ensuring minimal downtime and high accuracy.

What You Will Do

• Manage multi-TB PostgreSQL clusters in the public cloud, including parameter optimization, storage configuration, and data structure refinement.
• Operate RabbitMQ and Redis at high volumes, handling tens of thousands of operations per second.
• Manage over 10 full-featured GKE clusters globally, supporting more than 10,000 tenants.
• Adopt and implement new technologies within the stack, including Kafka, Debezium, and Apache Flink.
• Facilitate large-scale rollout strategies using Gitlab CI and ArgoCD.
• Implement and promote best practices across Product-Engineering teams for Kubernetes/Helm/Operators, SLIs/SLOs, Incident Management, Observability, Security, and Disaster Recovery.
• Automate complex infrastructure components for the global footprint using Infrastructure as Code (IaC) with Terraform and robust scripting in Python/Golang.

What You Should Have

• Experience with cloud-native web systems operating at scale.
• A Bachelor's degree in Computer Science or equivalent work experience.
• 5+ years of experience as a Site Reliability Engineer or in a similar role, with a strong focus on maintaining high-performance, scalable, and reliable high-throughput web systems.
• Proficiency in using Kubernetes for container orchestration.