Senior Engineering Manager, Phone
GorgiasAbout the role
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, Twitter, 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
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s