Gorgias

Backend Engineer

• Design features, API, and models for 16000 merchants and 12M shoppers across the world.
• Work closely with an engineering manager, a product manager, and a designer, and alongside a team of seasoned senior engineers
• Collaborate with other teams within an engineering team of 100 and counting engineers
• Grow and strengthen your skills and expertise by working with teams in charge of frontend, backend, and data pipeline components
• Participate in solving today’s technical challenges to make Gorgias’s platform and systems scale to an always-increasing customer and data traffic
• Ship your features in production by yourself; we empower engineers to be as autonomous as possible
• Monitor the success of your deployment in accordance to Gorgias’ monitoring strategy and success criteria
• Help our customers by debugging, correcting, or providing an incident response by participating in a support and on-call rotation with other engineers

Senior Backend Engineer

Solutions Engineer

• Collaborate with sales to understand customer pain points, current processes, and desired outcomes
• Showcase our solutions through tailored demos and presentations that align with client needs
• Configure and optimize workflows within our platform to demonstrate real-world use cases
• Assist customers with API integrations, Webhooks, and basic Python scripting to enhance automation
• Execute proof-of-concept initiatives to validate our platform’s fit for enterprise clients
• Assist in crafting compelling responses to customer requests for information
• Guide enterprise customers on leveraging our solutions to maximize efficiency and ROI
• Educate sales and customer success teams on best-in-class demonstrations and sales methodologies

Enterprise Sales Solutions Consultant, French

Customer Success Manager

• Own a portfolio of ~40 enterprise customers, including ~10 high-complexity accounts
• Build relationships with senior stakeholders and decision-makers
• Lead QBRs and long-term account planning tied to business outcomes
• Navigate complex customer environments with multiple stakeholders
• Drive advanced adoption of AI, automation, and integrations
• Guide customers through complex implementations and custom workflows
• Act as a strategic advisor on scaling support operations
• Help customers move toward more efficient and automated setups
• Own retention for high-value accounts
• Identify risks early and drive recovery plans
• Partner with Sales on expansion opportunities
• Operate with a high level of autonomy, managing your portfolio with clear prioritization and focus on impact
• Use AI and internal tools to improve both customer workflows and your own efficiency
• Identify patterns across accounts and contribute to improving team playbooks and best practices
• Partner with Sales, Product, and Support teams to drive customer outcomes
• Lead coordination across teams for complex accounts and escalations
• Surface insights that shape product direction and strategy

Enterprise Customer Success Manager – Named Accounts

• Manage a portfolio of ~70-80 ecommerce customers
• Build relationships with key stakeholders and run regular check-ins and QBRs
• Understand customer goals, workflows, and operational challenges
• Develop account plans focused on adoption, efficiency, and long-term value
• Support renewal conversations for lower-risk or smaller expansions
• Drive adoption of Gorgias features including AI, automation, and integrations
• Analyze support workflows and recommend improvements
• Help customers implement automation and AI use cases
• Troubleshoot issues and partner with internal teams when needed
• Monitor account health (usage, engagement, satisfaction)
• Identify risks early and take action to prevent churn
• Support renewals for lower-risk or smaller expansion cases
• Maintain accurate customer data and engagement tracking in internal systems
• Manage your book of business independently while prioritizing high-impact activities
• Leverage AI tools to improve efficiency across customer workflows and internal processes
• Experiment with new approaches and share insights that improve team processes and playbooks
• Partner with Sales, Product, and Support teams to drive customer outcomes
• Surface customer insights that inform product improvements and roadmap priorities
• Ensure internal teams have clear context when escalating customer needs

Enterprise Customer Success Manager

Account Executive

• Own the Sales Journey: Lead discovery, demo, and pricing calls, showcasing the power of Gorgias tailored to each prospect’s specific needs.
• Engage with Inbound Leads: Benefit from a well-developed lead generation team—your job will be less about hunting and more about guiding prospects through the buying journey.
• Build Strong Relationships: Act as a trusted advisor, answering questions and overcoming objections to keep deals moving forward smoothly.
• Drive Results Quickly: Thrive in a fast-paced environment where you’ll focus on closing deals efficiently while delivering an exceptional experience.
• Collaborate with Teams: Work closely with marketing and product teams to align efforts and ensure the feedback loop supports continuous improvement.
• Maintain Pipeline Hygiene: Follow up with prospects after demos, nurturing relationships and setting clear expectations for the next steps.

Account Executive, SMB

Performance Marketing

• Enrichment at Scale: Extract company and contact data from APIs (e.g., Shopify, Apollo) and custom scripts, clean it via automated SQL workflows, and enrich it using LLMs and heuristics to power segmentation and personalisation.
• Data Pipelines: Maintain and improve ETL processes to ensure data quality, freshness, and reliability across Gorgias’ growth systems.
• Internal Tooling & App Deployment: Build and deploy internal apps and workflows (in Retool or custom code) to help sales, marketing, and customer success teams autonomously launch experiments, enrol contacts, and activate data. Develop and maintain internal micro-apps (“vibe coding”) that empower GTM teams to self-serve and operate efficiently.
• AI & Workflow Automation: Integrate LLMs to extract metadata (e.g., industry, persona, job function) from unstructured sources like website descriptions and job titles.
• Signal-Based Targeting: Detect and surface high-intent buying signals, such as new hires, tech stack changes, or CX job postings, and route them into outbound engines for sales and marketing activation.
• Cross-Team Collaboration: Partner closely with sales, customer success, marketing, and product teams to translate go-to-market (GTM) strategies into robust data and automation systems.

Senior Backend Engineer

Enterprise Sales Solutions Consultant, French

Senior Backend Engineer

Enterprise Customer Success Manager – Named Accounts

Enterprise Customer Success Manager

Account Executive, SMB

Growth Engineer – Demand Generation