Senior Site Reliability Engineer (SRE)

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: Not specified

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

The SRE team is seeking a highly skilled and experienced Senior Site Reliability Engineer (SRE) to join their 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

Responsibilities

• Manage multi-TB Postgres clusters in the public cloud, optimize parameters, storage settings and data structure
• Operate RabbitMQ and Redis