We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. THE TEAMS YOU COULD BE JOINING Realtime Communication Team Powers the core ticket processing pipeline underpinning Gorgias's helpdesk, owns real-time event fanout to internal applications (including our AI Agent) and third-party integrations. The team also maintains and develops voice and SMS channels. Messaging Team Owns the core asynchronous messaging infrastructure within Gorgias, enabling agents to manage customer conversations across email, chat, and social channels, it's both the gateway and proxy between Gorgias and the outside world. 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 Conversational Platform Analytics: delivers dashboard-ready insights within the helpdesk and via API, enabling CX managers to evaluate both human and AI agent performance, uncover gaps, and drive continuous improvement. As a Software Engineer, you will design, build, and scale the AI-driven platform that powers automated e-commerce support and sales. This is a high-impact role where you will shape our architecture, performance, and observability strategy to ensure our systems remain scalable, reliable, and fast. WHAT YOU’LL DO - Architect and evolve our AI agent platform, ensuring scalability, resilience, and high availability. - Design and implement monitoring & observability strategies, using tools like Datadog, or Grafana to track performance and detect issues proactively. - Collaborate across teams to integrate AI-driven features into our customer support ecosystem. - Optimize system performance, resources usage, ensure fast processing, building cost-effective solutions - Contribute to strategic decision-making on system design, best practices, and long-term scalability. - Mentor junior engineers and help shape the engineering culture at Gorgias. WHO YOU ARE - 4+ years of experience building and maintaining scalable web applications. - Deep expertise in system design, microservices, cloud-native and event-driven architecture. - Strong experience in TypeScript, Node.js, React, and cloud computing platform - Hands-on experience with monitoring and logging tools (Datadog, Prometheus, OpenTelemetry, etc.). - Proven ownership over large-scale projects, from design to deployment. - Experience working in a cross-functional, product-focused team. COMPANY BENEFITS AND PERKS - 🏖️ 5-week vacation - 🤕 Paid sick leave - 🧸 Paid parental leave - 💻 MacBook Pro - 🏥 We provide private health insurance - 🍽️ Monthly lunch stipend of $300 gross added to your salary - 💆🏻♀️ Get up to €700 (gross) to set up your workstation at home (added to your first pay-check as an onboarding bonus) - 📚 Get up to €1,500 of learning budget and a FitPass yearly membership. 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! AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones. The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions. We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy https://www.gorgias.com/legal/applicant-privacy-policy. Diversity & Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making. If you need accommodations during the application or interview process, please contact us at accommodation@gorgias.com.