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Staff Engineer

1 month ago

Old Toronto, Canada Gorgias Full time

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 Apps Team is responsible for creating and maintaining Native Apps between external services and Gorgias, as well as enabling others to create apps in Gorgias. Apps are the connecting piece between Gorgias and the rest of the ecosystem: through them, support tickets are created and answered, customer data is ingested, actions on external services are executed. There are two types of Native Apps we own:

  • Messaging: Apps which allow users to send and receive messages from third-party channels, including Gmail, Facebook Messenger, or Aircall.

  • Ecommerce: Apps which allow users to have more data about customers contacting them and to execute actions for those customers, including Shopify, Recharge, or Magento 2.

About the Role

You’ll have a chance to:

  • Work with smart, passionate people every day

  • Get extreme ownership over your work and results

  • Be treated like the expert you are

  • Do work that matters, impacting thousands of businesses and millions of shoppers

  • Mentor and lead engineers, to make our products scale

What You’ll Do

  • Define a strategy for reducing maintenance costs and improve performance and resiliency of existing Native Apps

  • Lead the implementation of new Native Apps, integrating the whole Gorgias product suite with new Partners

  • Work with adjacent teams to improve the way Native Apps integrate with all the products in Gorgias’s suite

  • Mentor engineers within the team, to raise the engineering quality bar

  • Work with senior engineers across the company to draw the future direction of our engineering practices

  • Support our customers directly with issues on the Team’s domain once every 6 weeks

Who You Are

  • 7+ years experience in building and scaling high traffic systems

  • Significant experience with event-driven systems and eventual consistency

  • You have experience integrating with third-party APIs at scale, ensuring resiliency and consistency

  • Experience with continuous development/deployment

  • Strongly desirable experience with Kafka, Python

  • You care about working on applications that are putting the customer's needs first and you thrive in a fast-paced and distributed environment. You are comfortable working with a product team, providing feedback and suggesting new ideas

  • Experience with front-end frameworks (React, Angular, Vue, Next) is a plus

Company Benefits and Perks

  • 5-week vacation

  • Paid sick leave (15 days)

  • 6 weeks full remote/year

  • Paid parental leave (16 weeks)

  • MacBook Pro

  • 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.

  • 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

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.

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

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 is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com

Compensation Range: $203.5K - $224.9K

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