Senior Machine Learning Engineer

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.

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.

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

• 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: 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.

• Competitive salary & equity (90th percentile worldwide, go check our public salary calculator)

• 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)

• Paid sick leave

• Paid parental leave (16 weeks)

• MacBook Pro

• Personal credit card to buy lunches (we use Swile)

• We provide private health insurance (we use Alan)

• Get up to €700 to set up your workstation at home (working from home should feel breezy)

• Get up to €2000 of learning material and wellness support per year This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 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

AI at Gorgias
At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola, Cursor & others) and an annual L&D budget to explore new ones.

The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.

We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.

AI use in Recruiting at Gorgias
We use AI tools to assist in managing and assessing applications, with human oversight at every stage.

Diversity & Inclusion at Gorgias
We're committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.

If you need accommodations during the application or interview process, please contact us