FullStack Engineer

About the role

You will architect and evolve the AI agent platform that powers Gorgias's conversational commerce ecosystem, ensuring it scales with enterprise-grade reliability. You will own the design and implementation of real-time and asynchronous messaging infrastructure that makes seamless brand conversations possible. You will collaborate with cross-functional teams to integrate AI features directly into the support environment while mentoring peers to elevate the overall engineering culture. You will define monitoring and observability strategies that keep the platform performant and transparent. You will optimize resource usage and costs to maintain cost-effective, high-performance solutions. You will contribute to strategic system design decisions that shape the long-term roadmap of the platform. You will ensure that every interaction between a brand and its customers remains personal, seamless, and intelligent.

Key facts

What you'll do

• Architect and evolve our AI agent platform, ensuring scalability, resilience, and high availability across global workloads.
• Design and implement monitoring & observability strategies, using tools like Datadog, or Grafana to track performance and detect issues proactively before they impact customers.
• Collaborate across teams to integrate AI-driven features into our customer support ecosystem, aligning technical solutions with product goals.
• Optimize system performance, resources usage, ensure fast processing, building cost-effective solutions that balance speed with operational efficiency.
• Contribute to strategic decision-making on system design, best practices, and long-term scalability, evaluating trade-offs for future growth.
• Mentor junior engineers and help shape the engineering culture at Gorgias by sharing knowledge and fostering collaborative problem-solving.
• Implement and maintain the core ticket processing pipeline that underpins Gorgias's helpdesk, ensuring reliable real-time event fanout to internal applications and third-party integrations.
• Build and evolve voice and SMS channels as part of the realtime communication infrastructure, expanding conversational reach across mediums.
• Own the asynchronous messaging infrastructure that enables agents to manage customer conversations across email, chat, and social channels efficiently.
• Deliver dashboard-ready insights within the helpdesk and via API, enabling CX managers to evaluate both human and AI agent performance, uncover gaps, and drive continuous improvement.

Requirements

• Bring 4+ years of experience building and maintaining scalable web applications that handle real user traffic with stability.
• Demonstrate deep expertise in system design, microservices, cloud-native patterns, and event-driven architecture to support conversational workloads.
• Show strong experience in TypeScript, Node.js, React, and cloud computing platforms, with a proven track record of production deployments.
• Exhibit hands-on experience with monitoring and logging tools such as Datadog, Prometheus, and OpenTelemetry to maintain system health.
• Prove ownership over large-scale projects, guiding them from initial design through deployment and ongoing optimization.
• Display experience working in cross-functional, product-focused teams where engineering decisions directly impact customer outcomes.
• Hold the ability to translate complex technical requirements into clear implementation plans that align with business objectives.
• Maintain a commitment to writing clean, maintainable code that supports long-term platform evolution and team collaboration.

Nice to have

• Preferred experience with streaming data platforms and infrastructure that propagates and aggregates data across multiple availability zones.
• Familiarity with conversational analytics and dashboarding that supports CX managers in assessing agent performance.
• Engagement with AI tooling and workflows, including usage of large language models to enhance customer interactions.

Practical notes

• Work is conducted from the Belgrade location.
• The engagement is full-time, aligning with standard business hours and team availability.
• Some travel may be required for team retreats, company summits, or professional development opportunities as organized by Gorgias.
• Visa support may be available for eligible candidates who require it to work in the region.
• Deadlines for submissions may apply depending on the filling timeline for the role.

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 drive experimentation and knowledge sharing.