Head of Technical Solutions

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. ABOUT THE TEAM Technical Solutions is the technical arm of Gorgias for our biggest merchants. The team covers the full enterprise lifecycle with 2 groups of Solutions Engineers: pre-sales Solutions Engineers, who partner with Account Executives to win complex Enterprise and Named deals, and Forward Deployed Engineers, who embed with our highest-value merchants after signature to deploy, integrate and scale our AI Agent. The team is distributed across North America, Europe and Latin America, and works hand in hand with Sales, Implementation, Customer Success, Product, Engineering and Finance. Our biggest merchants bring complex tech stacks, custom order systems, multi-store setups and high expectations. This team closes the gap between what they need and what works in production. ABOUT THE ROLE As our Head of Technical Solutions, you will own the technical side of Gorgias for enterprise merchants, from the first demo to production. You will lead both the pre-sales and post-sales Solutions Engineering teams, make sure what we sell is what we can deliver, and turn forward deployed engineering into a scalable, profitable professional services business. You will own the P&L of professional services, including pricing and gross margin. This is a player-coach role reporting to the COO. You will scope deals, build prototypes, review code and sit in customer Slack channels next to your team, especially in your first months. The perfect fit is an AI builder and a commercial operator in one person: someone who has already led a comparable transformation, turns constraints into an execution plan, and is as credible with an enterprise COO as with their engineers. WHAT YOU’LL DO Lead and build the team - Lead, hire and coach a distributed team of pre-sales Solutions Engineers and Forward Deployed Engineers. Set a high bar for technical quality, customer judgment and speed, and give direct, useful feedback. - Stay hands-on. Lead discovery on key deals, build proofs of concept, review architectures and code, and jump into debugging when a deployment is at risk. - Build the operating cadence: OKRs, capacity planning, engagement reviews and dashboards that show the team’s impact on revenue, automation and retention. Win enterprise deals (pre-sales) - Own the technical win on Enterprise and Named deals. Partner with Account Executives on discovery, technical qualification, tailored demos, proofs of concept and solution design. - Help close. Build mutual close plans with Sales, map technical stakeholders and success criteria, and handle technical objections, security reviews, integration reviews and RFP responses. - Drive enterprise win rate and deal velocity. Make Solutions Engineer coverage on every qualifying deal, pipeline hygiene and win and loss reviews standard practice. - Make sure what we sell is what we can deliver. Timelines are realistic, scope is written down before signature, and trials or proofs of concept that behave like production deployments get the same rigor. Deploy and scale our AI Agent (post-sales) - Define and productize standard deployment offers: packaged Forward Deployed Engineering engagements with clear scope, hours, deliverables and success measures, so most merchants can buy a standard package instead of a bespoke project. - Lead custom deployments for our most complex merchants: custom actions, integrations with order, warehouse and ERP systems, multi-store rollouts and bespoke builds, designed against real customer APIs. - Own the handoff from pre-sales to post-sales. Once a deal is scoped, one technical owner carries the action plan and delivery, with clear rules of engagement with Implementation Managers and CSMs so the customer never sees a gap. - Decide where capacity goes. Set eligibility rules for new and existing customers, and balance new deployments against re-optimizing existing accounts based on revenue, churn risk and automation upside. - Drive measurable outcomes on covered accounts: higher AI Agent automation rate, faster time to value, shorter custom action cycle time, and lower churn and contraction, with no drop in CSAT or resolution quality. Run professional services as a business - Own the P&L of professional services: bookings, revenue, cost of delivery, utilization and gross margin. Set the targets and hit them. - Own pricing and packaging with Finance, Sales and RevOps: rate card, fixed price packages, statements of work and priced change requests. Protect margin by pushing back on waived fees and silent scope creep. - Enable the sales team. Train Account Executives to position, qualify, scope and sell professional services, and build the playbooks, pitch materials and qualification criteria they need. Partner with Product Marketing to take offers to market. - Enable the broader CX organization. Make Implementation Managers and CSMs self-sufficient on standard configurations, basic custom actions and first-line troubleshooting, so engineers stay focused on complex builds. Build leverage - Productize the field. Every custom build has to make the next deployment cheaper: when we solve something for one merchant, it becomes a template, a reusable action, a playbook or a product update for the next 10. Track custom work per deployment and drive it down every quarter. - Automate the team’s own work. Use AI coding tools, agents and evals to speed up discovery, scoping, configuration, QA and reporting, so impact grows faster than headcount. - Be the voice of the enterprise merchant in Product and Engineering. Turn field signals into clear, prioritized requests and help shape the roadmap. - Represent Gorgias with leaders at enterprise brands, from strategy conversations to technical deep dives. WHO YOU ARE - 10+ years in solutions engineering, solutions architecture, forward deployed engineering, professional services or technical consulting, ideally at a B2B SaaS company. - 5+ years leading customer-facing technical teams, ideally both pre-sales and post-sales, with a record of hiring and growing strong engineers and managers. - A proven pre-sales leader. You have helped win complex six and seven figure enterprise deals, and you know how to run technical discovery, proofs of concept and mutual close plans alongside Sales. - A professional services operator. You have owned a services P&L or a large part of it: you have priced and packaged services, managed utilization and gross margin, and turned custom work into standard offers. - A transformation leader. You have taken a reactive technical team and built a scalable, productized deployment motion, and you show up with a plan rather than a list of blockers. - An AI builder. You have shipped LLM-powered agents, workflows or integrations into production and know how to test them with evals and real data. You can show us something you built recently. - Technical enough to do the work. You can write and review code in Python or JavaScript and TypeScript, and work with REST APIs, webhooks and SQL. - Commercially sharp. You connect technical work to revenue, retention and margin, and you can say no to scope that does not make sense. - Calm and clear with customers. As comfortable presenting to an enterprise COO as debugging with their engineers. - Energized by ambiguity. You like building a function, and you write down how it works so others can run it. Nice to have - Ecommerce or CX tech experience: Shopify Plus, BigCommerce, Salesforce Commerce Cloud, Magento, helpdesks, OMS or WMS platforms. - Experience at an AI customer service company or with conversational AI. - Experience leading teams across North America, Europe and Latin America. PERKS & BENEFITS 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws) 🤕 Paid sick leave 🧸 Paid parental leave (16 weeks) 💻 MacBook or equivalent PC 🏥 Health insurance with Sunlife and RRSP matching with Wealthsimple 💆🏻‍♀️ Get up to $900 CAD to set up your workstation at home (working from home should feel breezy) 📚 Get up to $2600 CAD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!) 🥰 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 & 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 https://www.gorgias.com/legal/applicant-privacy-policy. 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.