Senior Machine Learning Engineer
Senior Machine Learning Engineer
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Job Description
Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15000 ecommerce brands Gorgias supports growing independent shops to globally recognizable brands.
Built for Shopify and powered by advanced ecommerce integrations Gorgiass conversational AI understands your brand tools policies and customers to drive personalized 1-to-1 conversations from editing orders and initiating returns to making product recommendations. Gorgias where every customer interaction feels personal support becomes sales and conversations shape success.
About the Machine Learning Team
Join our Machine Learning team where were 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
What youll 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: 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.
Company Benefits and Perks
Competitive salary & equity (90th percentile worldwide go check our public salary calculator)
5-week vacation plus 2 weeks RTT (We follow each countrys 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 were going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!
Diversity & Inclusion at GorgiasWe celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds experiences and perspectives. At Gorgias we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race color religion gender identity sexual orientation disability age or any other protected you need accommodations to participate in the application or interview process perform essential job functions or access other employment benefits please contact us at . Lets grow together!
Required Experience:
Senior IC
Employment Type
Full-Time
