Senior Backend Software Engineer - Gorgias

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

The position is available in Toronto, Canada. Our work arrangement is hybrid, with a requirement of two days per week in the office.

The position is available in our office in New York. Our work arrangement is hybrid, with a requirement of two days per week in the office.

Join our team for the opportunity to:

👩🏼‍💻Work with smart, passionate people every day

💪 Get extreme ownership over your work and results

🧠 Be treated like the expert you are

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.

What you’ll do

• Design features, API, and models for 16000 merchants and 12M shoppers across the world.

• Work closely with an engineering manager, a product manager, and a designer, and alongside a team of seasoned senior engineers

• Collaborate with other teams within an engineering team of 100 and counting engineers

• Grow and strengthen your skills and expertise by working with teams in charge of frontend, backend, and data pipeline components

• Participate in solving today’s technical challenges to make Gorgias’s platform and systems scale to an always-increasing customer and data traffic

• Ship your features in production by yourself; we empower engineers to be as autonomous as possible

• Monitor the success of your deployment in accordance to Gorgias’ monitoring strategy and success criteria

• Help our customers by debugging, correcting, or providing an incident response by participating in a support and on-call rotation with other engineers

Who you are

• Tech Stack Proficiency: You have experience with Python.

  • We can also consider extensive experience on Ruby on Rails, Node.js, Java, or C# in building SaaS tools and APIs.

• Cross-Functional Teams: You've been part of teams that include engineers, designers, and product managers.

• Technical and Business Perspective: You can explain your projects from both a technical and business standpoint.

• Fast-Paced Environment: This is a fast-paced setting where things move quickly, with multiple product shipments per day.

• Production Experience: You're familiar with shipping and monitoring applications in production environments using tools like Datadog or Grafana.

• Versioning: You have experience working collaboratively through a review process using versioning tools such as GitHub or GitLab.

• Handling High Traffic: You have experience building scalable, fault-tolerant web applications optimized for heavy traffic. Your expertise includes managing thousands of API calls per second and handling hundreds of thousands of queries per second (QPS) for 16,000 stores worldwide.

• DevOps Skills: You are experienced with DevOps tools and practices like Docker, Terraform, and Kubernetes.

• Maximizing your impact: You are not afraid to iterate fast and pivot when new data modifies the scope of a feature

• Ownership: Do you take ownership of your work, including your mistakes? We'd love to hear about times you went above and beyond.

At Gorgias, we value individuals from diverse backgrounds. We recognize that not everyone will check every box on day one, and that’s perfectly fine. If you’re enthusiastic about technology and eager to develop your skills, we encourage you to apply.

The teams you could be joining

Phone Team Develops Voice and SMS solutions for seamless e-commerce customer support, integrating third-party telephony and enhancing voice automation.

Apps Team Builds native apps connecting Gorgias to external services, including messaging (e.g., Gmail) and e-commerce (e.g., Shopify) integrations.

Developer Relations Team Ensures a secure, well-documented API, enabling external developers to build and connect apps, and supporting a growing app ecosystem. Second, that team is in charge of providing authentication & authorization capacities to external and internal developers.

Growth Team Manages the user journey from onboarding to billing, ensuring a seamless experience while preventing fraudsters from abusing the platform.

In-App Analytics Team Creates in-product analytics and real-time processing features, supporting internal teams with advanced tooling and datasets.

Streaming Infrastructure Team Builds a scalable data streaming platform, providing tooling, monitoring, and guidelines to propagate and aggregate data across multiple availability zones

Company Benefits and Perks

• 🏖️ 5-week vacation

• 🤕 Paid sick leave (15 days)

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)

• 🏥 We provide private health insurance and retirement pension

• 💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year, we organize offsite team retreats and company retreats!

Interview process

Our interview process consists of 4 main steps and typically takes around two weeks from the initial screening to the offer stage, with feedback provided every 48 hours.

1. Meet one of our tech recruiters (30 minutes)

2. Meet two of our Engineering Managers (45 minutes)

3. Technical Stage: Live System design assessment (60 minutes) & live coding session (60 minutes)

4. Meet the CTO and co-founder (30 minutes)

After completing these steps, we conduct reference checks before extending an offer.

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

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

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let’s grow together!