Senior Fullstack Software Engineer, AI (Backend focused) at Gorgias

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. TEAM & CONTEXT Gorgias is an AI-first company building products powered by LLMs and agent-based systems. Gorgias is the conversational commerce platform for Shopify merchants. The AI Journey team is building the marketing side of that vision: AI-driven outbound conversations that re-engage shoppers across the funnel, primarily via SMS. The product is live and used by merchants today. We process hundreds of millions of shopper events to power it, and we’re now scaling further: making the AI more reliable at higher volumes, expanding what shoppers we can engage and how, and hardening the systems behind it for serious production load. The interesting problems are still ahead. This role sits at the intersection of product engineering and applied AI, focusing on making LLM-powered experiences reliable, scalable, and impactful in production. ABOUT THE ROLE You’ll have a chance to: - 🤖 Build and scale production AI features used by thousands of merchants - 🧠 Work directly with LLMs, prompts, and agent workflows in a real product environment - 🏗️ Shape the architecture of AI systems as we continuously evolve and improve our platform - 🔌 Turn shopper signals, events, behaviours, and order history into context that drives LLM-powered conversations - 🚀 Operate in a fast-moving, exploratory team building a new product area WHAT YOU’LL DO 1. Build and Scale AI Product Features - Develop end-to-end features across backend, APIs, and frontend - Translate shopper event streams and product data into the context that LLMs can act on - Own the multi-turn conversational behaviour of our AI Agent: quality, reliability, and iteration in production 2. Make the AI System Better Over Time - Build and improve evaluation workflows for prompts and agent behaviour - Define practical ways to measure and improve AI performance in production - Optimize for cost and latency as models and usage scale 3. Shape the Architecture - Evolve the platform as we scale it for higher load and more complex use cases - Improve data ingestion, context building, and observability - Partner with product and design to shape AI-driven user experiences WHO YOU ARE - Experienced Full-stack Engineer (5+ years preferred): You’ve built and shipped production systems across backend and frontend. Strong mid-level engineers with a clear track record of ownership are welcome to apply. - Hands-on with AI Systems: You’ve worked with LLMs in a real product context, not just prototypes - Builder Mindset: You’re comfortable owning ambiguous problems and shipping end-to-end solutions - System Thinker: You understand how to make non-deterministic systems more reliable - Assertive and Self-Directed: You can operate in an exploratory environment with high ownership WHAT WE’RE LOOKING FOR Required: - Strong backend foundations and the ability to quickly pick up new languages. We work in Python and TypeScript, and we hire for problem-solving, not specific stacks - Production experience integrating LLMs into user-facing products, including multi-turn or agentic systems - Hands-on experience evaluating prompts and agent behaviour, formally or informally. You’ve had to answer “Is this getting better or worse?” in production - Experience designing systems that turn structured data (events, user state, transactions) into LLM context - Experience building and operating APIs and event-driven services - Comfort with frontend work when needed (React), even if your centre of gravity is backend Nice to have: - LLM observability tooling experience - Experience optimizing inference cost or latency in production - E-commerce, merchant-facing, or marketing-tech product experience TECH STACK & EXPERIENCE - Backend: Python and TypeScript - Frontend: React - Infrastructure: Event-driven services, Temporal workflows, APIs - AI: LLMs, prompt engineering, multi-turn conversational systems, agent SDKs, evaluation HIRING PROCESS - Recruiter phone screen - Hiring Manager interview - System Design interview - Live Coding interview - Final interview 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 & 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 By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy [Upgrade to PRO to see link] 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 at [Upgrade to PRO to see contact].