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Senior Engineering Manager, Phone



Software Engineering, Other Engineering
New York, NY, USA · San Francisco, CA, USA
Posted on Wednesday, October 18, 2023

Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, and SMS.

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.

We’re still growing fast and looking for new teammates who want to grow with us.

About the Phone Team

We started working on our Voice and SMS offering with a focus on Customer Support use-cases about 2 years ago. Today it's a product that's making about $2M ARR with about 1000 customers and we think there is a big potential to do 10x that in the next couple years! We want to invest in this team and we need a senior leader to help us get to the next level.

Current team is 9 people including Engineers, Designers and Product managers. So far what we've built reached what we consider product-market-fit stage and now we're looking to improve our voice system to support more functionality like Advanced Skills-based routing, IVR and of course improve our reliability to support even bigger customers.

Behind scenes we're using Twilio as our make VoIP provider.

About the Role

  • Gorgias started its journey into event-driven architecture 1.5 year ago, and needs a new manager to promote and accelerate this change towards a more scalable and reliable voice system.

    A great part of the actual challenge is to normalize the complexities around the EDA systems, especially how to design the software for eventual consistency, idempotency, and keeping the transactional boundaries safe.

    Your role is to ensure the team can gear towards innovation through this architectural transformation, the Phone team is a big piece in our organization and has ownership of one of the products that used by our biggest customers.

  • The position is available across our European hubs, including Paris (France), Lisbon (Portugal), Belgrade (Serbia), and Bucharest (Romania) as well as North American ones (NYC, SF, TO). Our work arrangement is hybrid, with a requirement of two days per week in the office.

What You'll Do

  • Design strong models and APIs in collaboration with senior ICs taking into consideration both external and internal developers’ constraints

  • Specify abstraction levels to our data models and ingestion pipelines to guarantee reusability and maintainability at scale

  • You would be reporting directly to the CTO and grouped with a Product Manager counterpart reporting into our VP of Product.

Who You Are

  • You held a senior software engineer title in the past at an equivalent company.

  • 3+ years of experience as a team lead or in an engineering manager position

  • Experience with high-traffic applications and continuous development/deployment.

  • Experience with distributed systems and asynchronous workloads.

  • Experience with real-time systems (ie. websockets)

  • Big plus if you have managed through architectural transformations, especially from Monolithic ones heavy on cron-jobs towards Event-driven architecture.

  • Big plus if you worked with VoIP and SMS systems.

  • 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.

Company Perks and Benefits (specific for Paris, but ask about other locations too)

  • 💰Competitive salary & equity (90th percentile of the market worldwide)

  • 🏖 5 weeks of vacation (We follow each country's appropriate PTO Laws)

  • 🍼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 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! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people! & the video of the September 2023 P&E team retreat in Romania)

Engineering Team Culture

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

  • You should join us if you want to ship stuff fast without scarifying 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 and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun!

More cool things to know about Gorgias... 😁

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