Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.

Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.

As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.

Join us in our mission to deliver effortless support at every stage of growth.

💳 About the Billing/Growth Team

The CRM Tribe is composed of 3 teams

• Billing/Growth team and Auth scope: We enable all Gorgias products and the full path from account creation, account provisioning, and agent creation to the moment customers pay for their account and eventually upgrade

• DevRel and Object team: By owning the API curator role and the main APIs, the team can connect internal and external developers’ needs and build a coherent platform. Thanks to its interaction with partners, it also has all the insights needed to build a strong developer ecosystem, owning this domain end to end.

• Scale-up goals: Mission-driven aspect of the team with rotating engineers involved to unlock the main bottlenecks and iterate faster on company-wide initiatives.

You will be part of the Growth team as backend engineer.

🚀 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.

What You’ll Do

• Build and maintain data streaming pipelines and flows serving business use cases such as :

  • Deduplicate billing events according to custom, time window based, stream processing logic.

  • Usage-based billing for all products accros Gorgias.

  • Reactive flow (customer purchase, plan change, trigger subscription…)

  • Auto-upgrade and auto-downgrade of plans based on usage

• Lead and mentor other senior ICs on data streaming applications.

• 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

• Define a monitoring strategy to prevent and fight fraud, collaborating with a security team when required

Who You Are

• 5+ years experience in data streaming applications, preferably with Apache Flink. Experience with other technologies such as Apache Spark, Apache Samza or Twister2 is also accepted.

• You have at least one year of experience with Apache Flink and Kafka.

• You are comfortable working with Java, Python and SQL.

• 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

• In ideal, you’ve built on top of integrations with common SaaS billing, invoicing, payment processors, and accounting software like Stripe

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... 😁

• • 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

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