Engineering Manager, Productivity
Gorgias

Gorgias

Engineering Manager, Productivity

  • Permanent contract 
  • Paris
  • > 3 years

The company

Gorgias

Gorgias

  • SaaS / Cloud Services
  • From 250 to 2000 employees

The job

Engineering Manager, Productivity

  • Permanent contract 
  • Paris
  • > 3 years

This position was filled!

Who are they?

Gorgias helps Ecommerce companies deliver excellent customer service at scale. Their product creates a unified profile of customers by combining emails, live-chat, and social-media messages with Ecommerce data such as purchase and delivery info.

Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using ML. 💬 + 📦 = ❤️

They have been around since 2015, and they are currently serving over 5000+ eCommerce businesses, including Steve Madden, Timbuk2, and Fjällräven. Is working with a real-world application that touches the lives of millions, your thing? Then yeah, Gorgias is for you

Gorgias
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Job description

Gorgias helps e-commerce companies deliver excellent customer service at scale. We integrate email, live chat, voice, Facebook, Instagram, and SMS with Shopify, BigCommerce, and Magento.

Our product creates a unified customer profile by combining emails, live-chat, and social-media messages with e-commerce data such as purchase and delivery info. Combining all this data in a single application makes customer service more efficient and just better. Another fortunate side-effect is that some requests are completely automated using machine learning. 💬 + 📦 = ❤️

We've been around since 2015, and we're serving over 9500+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated.

Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and we accelerated our progress towards our mission to transform support from painful to exceptional for merchants. 🥳

Is working with a real-world application that touches the lives of millions your thing? Then yeah, Gorgias is for you.

👩‍💻 What are some of the things we work on?

The backend code is mostly written in Python3 and runs using Flask (REST API) and Celery for all background work. The state is stored in PostgreSQL and RabbitMQ for async tasks with Redis for ephemeral storage, and finally, everything runs on top of Kubernetes.

Given the above, we usually work on one of these levels by improving the existing API, improving performance, or creating a new feature that more often than not has a component on both backends and maybe a migration in the database or a maintenance command.

🧙 Who are we at work?

We have a strong preference for people who have worked with high-traffic web applications for the past 3+ years. We're essentially running a distributed system with lots of moving parts, and having a decent amount of experience with this type of system helps a lot!

Additionally, our apps have over 20k daily active users with sessions longer than 6h+/day and serve tens of millions of end consumers per year, so we put great importance on the quality, testing, and code-review of all our code. Some services that we're running have big codebases, and we have to feel comfortable about navigating and progressively improving them. Sometimes, however, we gotta figure out why the 10Tb+ DB is slow or why some k8s pod is not running correctly, figure out how to successfully retry a failing API request, etc... The end goal is to hide much complexity from the user and make their life easier.

If this is the type of environment you're looking for, then you should consider applying.

About the Automation team

  • The automation team at Gorgias is composed of 5 engineers: 3 machine learning engineers and 2 full-stack engineers. It is our dedicated machine learning team that releases ML products in production
  • We have phrase prediction, intent classification, macro suggestion, Rules, and Macros among the features. They do regular team discussions to help each other and share ideas; collaboration, coachability, and a strong sense of curiosity are key to be successful in this team
  • The automation team also works closely with the Core and Integrations team. Specifically, some machine learning features are consumed by the helpdesk using a microservice system, so they often need to "connect" with the dev team to make the endpoints match
  • In joining this team, you will have the opportunity to help automate a lot of customer service by helping over 5000 customers
  • What You'll Do

  • Work closely with senior management and product team on setting team goals and delivering them on time
  • Partner with senior engineers to drive good practices around code quality, reliability, monitoring, and security
  • You're expected to manage a team of up to 10 engineers, so there won't be much time to do IC work, but having the ability to dive into details from time to time is a great skill to have
  • About You

  • At least 2 years of experience as a full-time manager for a team of full-stack/backend engineers working on high-traffic web apps with a dynamic language such as Python or JavaScript
  • You are passionate about learning and want to help us learn too
  • You believe that coach-ability is key in a team, no matter the level of experience
  • You care about working on applications that are putting the customer needs first
  • You are comfortable communicating with other technical teams and management to collect requirements, describe software product features, demo work in progress and provide project updates
  • You have the drive and focus on getting challenging projects over the finish line, and you are comfortable advocating for what you need to do your best work
  • You thrive in a fast-paced environment
  • Nice to Have

  • You have developer experience in ML or worked on ML/AI projects.
  • Useful Things to Know About Gorgias

  • Raised our Series A in November 2019
  • Raised our Series B in December 2020
  • What our customers are saying about us
  • Check-out our software stack
  • We're hiring for other postitions!
  • Company Benefits & Perks

  • 💰Competitive salary & equity (90th percentile of the market worldwide)
  • 🏖 5 weeks of vacation
  • 🍼Paid parental leave
  • 💻Latest MacBook Pro or equivalent
  • 🩺Complimentary private health insurance (we use Alan)
  • 🚊50% of public transportation reimbursed (Vélib, Navigo, etc.)
  • 🍴Personal credit card to buy lunches during the week (we use Swile)
  • 💆Get up to $700 to set up your workstation at home (working from home should feel breezy)
  • 📚Get up to $2000 of learning material (includes books, courses, training sessions, etc.)
  • 😍 Every quarter we organize a company-wide summit to discuss where we're going and strengthen the social bonds (once traveling is safe, we'll transform these summits into offsites!)
  • Engineering Team Culture

    Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.

    You should join us if you want to ship stuff fast without sacrificing quality. We've put great importance on testing our code, cleaning it, treating errors first, and features later.

    We also value growth and ownership. People make mistakes. We learn from them to avoid them in the future. We cannot achieve excellence if there are no bumps in the road.

    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, good & clean data are core beliefs shared by all

    More cool things to know about Gorgias... 😁

    • Raised our Series A for $14M in November 2019: techcrunch.com/2019/11/26/gorgias-series-a

    • Raised our Series B for $25M in December 2020: https://techcrunch.com/2020/12/10/gorgias-series-b/

    • We went from 0 to 8000 merchants using our platform every day from 2016 to 2021

    • We have a 4.8 rating on Glassdoor

    • What our customers are saying: apps.shopify.com/helpdesk#reviews

    • Our software stack: stackshare.io/gorgias

    • Other positions: jobs.lever.co/gorgias

    Discover Gorgias Platform here: https://www.youtube.com/watch?v=4sLFpe-xbhk

    Learn about our compensation policy here: https://www.gorgias.com/blog/international-saas-salary-calculator

    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

    Gorgias

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