Head of Technical Solutions

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:

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.