Senior Machine Leaing Engineer

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.

**Engineering Team Culture**:
Getting Stuff Done, Ownership, Team Work, Excellence, and Agility.

You should join us if you want to ship stuff fast without sacrificing quality. We've put great importance on testing our code, cleaning it, treating errors first, and features later.

We also value growth and ownership. People make mistakes. We learn from them to avoid them in the future. We cannot achieve excellence if there are no bumps in the road.

**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)
- 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 will 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**: 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**: Excellent written and verbal communication skills in english, with the ability to articulate complex concepts to both technical and non-technical stakeholders.
- ** Education**: Masters degree in STEM (**science, technology, engineering and mathematics),** or a related field.

**Company Benefits and Perks**:

- Competitive salary & equity (90th percentile worldwide, go check our public salary calculator)
- 5-week vacation
- Paid sick lea