Senior Engineering Manager - SRE

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.

We’re looking for an experienced and thoughtful Engineering Manager to lead our Site Reliability Engineering (SRE) team at Gorgias. This is a critical leadership role responsible for driving the reliability, observability, and security of our platform at global scale.

The SRE team at Gorgias maintains the core infrastructure and services that power our product. From managing TB-scale databases and operating global Kubernetes clusters to partnering across engineering to drive best practices in incident management and delivery automation, this team is foundational to our success.

You will lead a team of 7+ Senior and Staff SREs, guiding their technical and career development while ensuring we continue to scale our infrastructure with excellence. While deep expertise in every domain (reliability, observability, security) is not expected, you should bring proven leadership across these scopes and know how to support technical decision-making at scale.

What You’ll Do:

• Lead and grow a high-performing team of Site Reliability Engineers across time zones

• Set direction and priorities for key initiatives across reliability, observability, and security

• Partner with Staff+ engineers to evolve our infrastructure stack and SRE practices

• Own incident response processes and drive post-incident learning across engineering

• Oversee rollout of scalable delivery systems (CI/CD, ArgoCD, GitLab) and practices (SLIs/SLOs, chaos engineering, DR planning)

• Support adoption of new technologies (e.g., Kafka, Flink, Debezium) with strong change management

• Foster a culture of ownership, learning, and engineering excellence

• Collaborate closely with platform leadership and security teams to align strategy and execution

Who you are

• 2+ years experience managing senior-level infrastructure or platform engineers

• 6+ years total experience in SRE, Platform, or Infrastructure Engineering roles

• Experience leading through ambiguity and scaling systems in high-traffic, cloud-native environments

• Familiarity with key areas of the Gorgias platform stack: GCP, Kubernetes, Terraform, PostgreSQL, CI/CD, observability tools

• Strong communication and collaboration skills, including experience working cross-functionally

• A pragmatic, people-first mindset with a strong sense of technical stewardship

Bonus Points:

• Experience with Kafka, Flink, and large-scale data streaming architectures

• Experience driving SOC2 or similar compliance efforts

• Past work supporting production systems with 10k+ tenants or users per second
  

Perks and Benefits

• 💰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 at accommodation@gorgias.com.