Senior Engineering Manager, SRE/DevOps

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.

The ideal candidate has a strong background as a BE Software Engineer and chose the SRE/DevOps route, understands Event/Asynchronous architectures and has a proven record of running large-scale Web/SaaS applications.

You understand how software runs from the request life cycle, asynchronous communication between services, persistence, caching layers and its complexities; you can translate Systems Design into infrastructure and bridge the gaps of understanding with the software engineering team.

You understand the challenges of modern multi-tenancy SaaS software and how it impacts all areas of SRE ownership, from Observability, DR, DX, etc.

You have critical thinking around Architectural choices and their impact on data consistency, performance, scalability and maintainability, you are also able to communicate them clearly across all engineering teams.

As a Sr Manager you'll help shape the future of the SRE/DevOps organization, and mature our security and continuity processes while providing reliable and future-proof infrastructure components for all engineering teams.

About the team

The SRE team is composed of 5 engineers, mostly seniors and tackling big challenges including:

• Managing multi-TB Postgres clusters
• RabbitMQ and Redis with tens of thousands of operations per second
• 10+ full-featured GKE clusters worldwide, 10k+ Tenants
• Adopting new stack of: Kafka, Debezium, Apache Flink
• Facilitating rollout strategies at scale with Gitlab CI and ArgoCD
• Rolling out best practices around Kubernetes/Helm/Operators, SLIs/SLOs, Incident Management, Observability, Security, and Disaster Recovery to all Product-Engineering teams and driving adoption by them
• Automate complex infrastructure pieces for our worldwide footprint with best practices IaC with TF, strong scripting with Python/Golang

What You’ll Do:

• As the whole Engineering organization transforms towards EDA, you will utilize your technical experience to translate and lead the way on what it means to the Infrastructure team
• Drive our infrastructure to the next Scale phase, 5-10x
• Own the relationship with our Infrastructure Vendors and manage budgets, cost efficiency
• Own Security, Disaster Recovery, Continuity plan, Risk management, Incident management processes
• Coordinate across product and engineering teams to understand and widely socialize SRE priorities and processes across all of our products
• Establish a stronger Platform-Product interface for feature tracking and prioritization, and provide an opinionated and trusted voice for guiding these decisions.

Who you are:

• You have 4 years of experience as a people manager or technical leader with strong mentorship, career development, performance management, SDLC, OKRs setting, hiring skills
• You have at least 5 years of experience with distributed web applications and running 24/7 production environments
• You value Data Consistency, and processing correctness, and have no fear to dive deep into any layer of the stack to find a production issue
• You think as a Platform, understand good abstractions and how reutilization ca
• Good coding skills. Good IaC skills with TF. You can be hands-on if necessary

Perks & Benefits:

• ️ 5-week vacation (We follow each country's appropriate PTO Laws)
• Paid sick leave
• Paid parental leave (16 weeks)
• MacBook Pro
• ️ Daily lunch stipend ($15/ per workday)
• Health insurance with up to 100% of premiums paid for employees - Blue Shield & Kaiser (CA only) explore our plans
• Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.
• ️ Get up to $700 to set up your workstation at home (working from home should feel breezy)
• Get up to $2000 of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)
• 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! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)

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 for $30M in 2022: TechCrunch Article ️
• We went from 0 to 10,000+ merchants using our platform since 2016
• We have a 4.7 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.

Gorgiasis 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 us.