Senior Machine Learning Engineer

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

🤖 About the Machine Learning 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

Here about our LLM by Firas.

What you'll do

As part of the Machine Learning team, you will play a crucial role in developing, refining, and enabling our AI Agent, designed to automatically address and resolve shopper requests for our merchant clients. You will optimize and implement solutions that enhance the efficiency, accuracy, and functionality of our AI-driven customer support, marketing and phone solutions.

• 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

• Engineering

  • Build clear tech specs and implement solutions with domain-driven design that can scale and allow for fast, reliable, and trusted iterations.

  • Maintain our services (we use FastAPI) and cron jobs (we use Kubeflow)

  • Own the development life cycle (Terraform permissions, test coverage of 80%, CI/CD, k8s, Datadog, PagerDuty)

  • Collaborate in a cross-functional team: we are providing Machine Learning as a service within Gorgias

  • Maintain the ML team data pipeline (we use BigQuery and DBT)

  • Collaborate with data engineers, software engineers, and product managers to understand requirements and incorporate feedback

  • Analyze the performances post-release and help identify a path toward improvements in the next iteration

Who you are

• Experience: 5 years of proven track record in Machine Learning (NLP/HuggingFace/Math), software design (DDD) and developing&maintaining APIs and batch jobs (FastAPI/kubeflow/DBT). Familiarity with LLM life cycle, text-to-speech, speech-to-text, reinforcement learning and vision is a plus.

• Technical Skills: Proficiency in Python, our engineering tools and frameworks. Familiarity with GCP is a plus

• Communication: Exce