Senior Backend Engineer - Machine Learning team

Senior Backend Engineer - Machine Learning team We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. 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 https://www.crunchbase.com/funding_round/gorgias-series-c--a82e37f6) 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 de ... (truncated, view full listing at source)