Senior Machine Learning Engineer - Backend focus

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

Join our Machine Learning team, where we’re transforming the ecommerce landscape by automating interactions between merchants and shoppers. Our mission is to make these experiences effortless for everyone involved.

Our team includes Software Engineers, Machine Learning Engineers, Product Managers, and Designers who work together to advance AI-driven customer support. Our main focus is building an AI Agent that can accurately and efficiently respond to customer inquiries and drive sales!

As a company:

• we serve 15K+ e-commerces,

• we handle 1M+ merchant-shopper interactions per day

• we recently raised $30 Million Series C (crunchbase article)

The Machine Learning solutions we built are already embedded in the product:

• A state of the art Agentic LLM pipeline that crafts answers and execute e-commerce actions -bringing value to both Gorgias and our customers at scale!!!

  • rely on multiple providers (including in-house fine-tuned models),

  • implement AB testing to validate prompt engineering,

  • built a knowledge retrieval system to contextualize customer requests (ANN, rerankers, feedbackloops, knowledge graphs)

• Classification Algorithms based on classical NLP to identify non-support-related emails, detect intent, and infer customer sentiments

• Clustering based on minimum cost flow problems to discover new knowledge resources from non-automated interactions

• Product recommendation system to drive sales and conversions on merchant websites

What you’ll do

• Software Engineering

  • Design, develop, and maintain back-end services and APIs that support machine learning models and data pipelines.

  • Collaborate with machine learning engineers and data scientists to deploy and integrate models into production environments.

  • Build scalable, efficient systems to handle large volumes of data and ensure optimal performance.

  • Lead efforts to improve infrastructure for machine learning, including automation of pipelines and workflows.

  • Implement testing, monitoring, and deployment best practices to ensure robust and reliable systems.

  • Participate in architectural decision-making to support long-term scalability and growth of the platform.

• Machine Learning

  • Own the feedback, observability, and continuous training of the deployed solutions/models (we use HuggingFace, Vertex, Comet ML, multiple LLM providers, and PromptLayer)

  • Work on Generative Agents, Recommender systems, and Knowledge graphs

  • Solve product-facing problems with classical NLP and/or with LLMs

  • Keep up with the relevant math and computer science state-of-the-art

Who you are

• Strong experience as a Back-End Engineer, with expertise in building APIs and scalable services.

• Proficiency in Python and familiarity with ML frameworks (e.g., TensorFlow, PyTorch).

• Experience deploying machine learning models in production environments.

• Solid understanding of distributed systems, data pipelines, and cloud platforms (AWS, GCP, or Azure).

• Knowledge of containerization and orchestration tools like Docker and Kubernetes.

• Familiarity with SQL and NoSQL databases, with experience in optimizing data storage and retrieval.

• Strong communication skills and the ability to collaborate across multidisciplinary teams.

Preferred Experience

• Hands-on experience with big data frameworks (e.g., Spark, Flink) and stream processing.

• Background in DevOps practices, including CI/CD pipelines and infrastructure automation.

• Knowledge of best practices for data privacy, security, and compliance in machine learning applications.

This is an exciting opportunity to be at the intersection of back-end development and machine learning, contributing to the AI-driven future of Gorgias's platform!

Why Gorgias

• Innovative Environment: Work with cutting-edge AI technologies in a forward-thinking company dedicated to revolutionizing customer support.

• Collaborative Culture: Join a diverse and passionate team that values collaboration, creativity, and continuous learning.

• Growth Opportunities: Take advantage of professional development opportunities and career growth within a rapidly expanding organization.

If you're excited about shaping the future of AI-driven customer support and want to make a significant impact, we'd love to hear from you. Apply today to join Gorgias and help us elevate the eCommerce experience for merchants and their shoppers.

Company Benefits and Perks

• 💰Competitive salary & equity (90th percentile worldwide, go check our public salary calculator)

• 🏖️ 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (we use Swile)

• 🏥 We provide private health insurance (we use Alan)

• 💆🏻‍♀️ Get up to €700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to €2000 of learning material and wellness support per year! This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. 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!

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

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let’s grow together!