Senior Backend Engineer, Gorgias
Growth
eCommerce customer support helpdesk
Open for applications
eCommerce customer support helpdesk
201-500 employees
Open for applications
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- 5+ years experience in back-end
- 2+ years experience in frontend before or in parallel with the back-end experience
- Significant experience with event-driven systems and eventual consistency patterns
- Experience with high-traffic applications and continuous development/deployment
- 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 with working with a product team, providing feedback and suggesting new ideas
- Strongly desirable experience with Kafka and Flink
- In ideal, you’ve built on top of integrations with common SaaS billing, invoicing, payment processors, and accounting software like Stripe
What the job involves
- The growth team is in charge of:
- Design, implement, and scale event-driven solutions for the company's main models allowing usage-based pricing, reactive event notifications, and triggers
- Develop robust and scalable flows to support user and customer journeys on the platform (e.g: Shopper buying timelines, merchant should be billed exactly once for the right amount)
- Put in place monitors, metrics, and end-to-end tests to guarantee API and flow SLOs are up to Gorgias’ standards
- Improve and enhance the customer journey from landing on the signup page, until renewing their contract every year, taking into account Gorgias’ customers specificities, their business, and their needs as they grow and navigate across our prices
- Always anticipate, detect, and block fraud at all levels, whether it is by blocking account creation, plan selection, or access to specific features. This team acts as a watchdog against always-evolving patterns and new fraud techniques
- Collaborate with a team of senior ICs on developing and grooming core objects and models re-used across the engineering team
- Collaborate with the data team to build pipelines and flows serving business use cases such as :
- Design APIs and models in collaboration with senior ICs to enable more event-driven features putting always focus on the quality of the data and the consistency of actions taken
- Billing recurring on overage charges
- Reactive flow (customer purchase, plan change, trigger subscription…)
- Define a monitoring strategy to prevent and fight fraud, collaborating with a security team when required
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 10,000 stores, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company values
- Maximise your impact
- Customer first
- Be 100% honest
- Strive for excellence
- Take EXTREME ownership
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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