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 handle support inquiries. It is utilized by over 15,000 e-commerce brands, ranging from growing independent shops to globally recognized brands. Gorgias is built for Shopify and enhanced by advanced e-commerce integrations. Its conversational AI is capable of understanding brand specifics, tools, policies, and customer needs to facilitate personalized, one-to-one interactions. These interactions can include order modifications, return initiations, and product recommendations. Gorgias aims to make every customer interaction feel 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 form the foundation of the product. The team works with high-throughput systems and petabyte-scale data stores, handling billions of queries daily with sub-millisecond response times. They also design and manage the software delivery stack, implementing features like metrics-based canary rollout strategies for all internal development teams. The team currently comprises 9 Senior and Staff SREs operating globally, with plans to expand to 12. Their focus is on scalable methods to achieve maximum organizational impact.

Notable Team Achievements:

• Reduced PostgreSQL Vacuum time by 5x through partitioning of multi-terabyte tables. This involved in-depth problem study, strategy development, query analysis, and utilizing Debezium and Kafka for live copying, all completed with less than 20 minutes of maintenance and no data loss.
• Split PostgreSQL connection proxy into multiple pools to guarantee quotas per service, preventing heavily utilized database subsystems from causing widespread incidents. This required deep backend investigation, partial code fixes, and guiding teams through migration.
• Collaborated with product-engineering teams to achieve SOC2 certification, ran a Hackerone program, refactored incident management with Rootly for improved visibility and resolution times, and enhanced overall security posture.
• Continuously manage the upkeep of self-hosted PostgreSQL and RabbitMQ, along with other critical infrastructure components, ensuring minimal downtime and high accuracy.

What You Will Do

• Manage multi-terabyte PostgreSQL clusters in the public cloud, including optimization of parameters, storage settings, and data structures.
• Operate RabbitMQ and Redis handling tens of thousands of operations per second.
• Manage over 10 full-featured GKE clusters globally, serving 10,000+ tenants.
• Adopt and work with a new stack including Kafka, Debezium, and Apache Flink.
• Facilitate large-scale rollout strategies using Gitlab CI and ArgoCD.
• Implement and promote best practices across all 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 strong scripting skills in Python/Golang.

What You Should Have

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