Gorgias

Senior Site Reliability Engineer

London, England, United Kingdom

Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
YesVisa
Ecommerce, AI Platforms, Cloud InfrastructureIndustries

Requirements

Candidates should possess a Bachelor's degree in Computer Science or equivalent work experience and have at least 5 years of experience as a Site Reliability Engineer or similar role, with a focus on maintaining high-performance, scalable, and reliable high-throughput web systems. Proficiency in using Kubernetes for container orchestration is required, along with experience managing multi-TB PostgreSQL clusters in the public cloud, optimizing parameters, storage settings, and data structure.

Responsibilities

The Senior Site Reliability Engineer will manage multi-TB PostgreSQL clusters in the public cloud, optimize parameters, storage settings, and data structure; operate RabbitMQ and Redis with tens of thousands of operations per second; manage 10+ full featured GKE clusters worldwide; adopt new stack of Kafka, Debezium, and Apache Flink; facilitate rollout strategies at scale with Gitlab CI and ArgoCD; roll out best practices around Kubernetes/Helm/Operators, SLIs/SLOs, Incident Management, Observability, Security, and Disaster Recovery to all Product-Engineering teams and drive adoption; and automate complex infrastructure pieces for the worldwide footprint with best practices IaC with TF, strong scripting with Python/Golang.

Skills

Site Reliability Engineering
Systems Reliability
Scalability
Performance Optimization
Data Stores
PostgreSQL
Partitioning
Debezium
Kafka
Metrics-based Rollouts
Infrastructure Management

Gorgias

AI-powered customer service for e-commerce

About Gorgias

Gorgias provides an AI-powered customer service solution tailored for Shopify stores in the e-commerce sector. Its main service automates the customer support process by sorting, prioritizing, and tagging customer inquiries, known as "tickets," as they arrive. This automation minimizes the need for manual ticket management, allowing businesses to save time and resources. Gorgias' AI can also deliver instant resolutions to customer issues, enhancing the efficiency of support operations. Additionally, the platform enables businesses to create detailed customer profiles that include order history, loyalty status, and reviews, which helps support teams offer personalized service. Gorgias operates on a subscription model, generating consistent revenue while helping businesses improve their customer service and reduce support workloads. The company caters to a diverse range of clients, from small businesses to large corporations, all within the competitive e-commerce landscape.

Key Metrics

San Francisco, CaliforniaHeadquarters
2015Year Founded
$98.6MTotal Funding
SERIES_CCompany Stage
Consumer Software, AI & Machine LearningIndustries
201-500Employees

Benefits

Competitive salary
Health coverage
Generous equity package
Company offsites
Latest laptop
16-week parental leave
Catered meals
4 Weeks of vacation
Retirement benefits
Fully stocked kitchen

Risks

Increased competition from Zendesk and Freshdesk may impact Gorgias's market share.
Rapid expansion to 300 employees across 16 countries may cause operational inefficiencies.
Reliance on Shopify integration poses risks if Shopify changes policies or competes.

Differentiation

Gorgias offers AI-powered customer service tailored for ecommerce businesses.
The platform integrates seamlessly with Shopify, enhancing customer support efficiency.
Gorgias provides omnichannel support, including email, voice, SMS, and social media.

Upsides

Recent $29M funding will expand AI tools, automating 60% of customer support.
Gorgias serves over 15,000 ecommerce brands, including Steve Madden and Glossier.
The trend of hyper-personalization boosts demand for Gorgias's AI-driven solutions.

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