Staff Machine Learning Engineer (Modeling), Support

Who you are

You have a strong background in machine learning with at least 5 years of experience in building and deploying ML systems — you've successfully led projects that leverage AI to improve customer experiences and operational efficiency. Your expertise in generative AI is complemented by a solid understanding of the underlying technologies that drive intelligent systems.

You are passionate about creating innovative solutions that enhance user interactions — your experience includes developing customer-facing chatbots and internal tools that utilize machine learning to streamline support processes. You thrive in collaborative environments and enjoy working with cross-functional teams to deliver impactful results.

Your technical skills include proficiency in Python and familiarity with various ML frameworks — you have a proven track record of implementing scalable ML models that can handle large datasets and complex algorithms. You are also comfortable with data analysis and have experience in feature engineering and model evaluation.

You possess strong leadership qualities and are eager to mentor junior engineers — you understand the importance of knowledge sharing and fostering a culture of continuous learning within your team. You are driven by the desire to push the boundaries of what is possible with AI and are excited about the future of automated support.

Desirable

Experience with cloud platforms such as AWS or GCP is a plus — you have worked on deploying ML models in production environments and understand the challenges associated with scalability and reliability. Familiarity with conversational AI technologies and natural language processing will further enhance your ability to contribute to our projects.

What you'll do

In this role, you will lead the end-to-end delivery of multiple machine learning projects aimed at transforming customer support experiences across Block's ecosystem — you will be responsible for designing, developing, and deploying ML models that enhance the quality and efficiency of support interactions. Your work will directly impact how customers engage with our products, including Cash App and Square.

You will collaborate closely with product managers, data scientists, and software engineers to define project requirements and ensure alignment with business goals — your ability to communicate complex technical concepts to non-technical stakeholders will be crucial in driving project success. You will also be involved in conducting experiments to validate model performance and iterating on solutions based on user feedback.

As a leader in the Support ML Modeling team, you will mentor and guide junior engineers, helping them grow their skills and advance their careers — you will foster an environment of innovation and creativity, encouraging team members to explore new ideas and approaches to problem-solving. Your contributions will help shape the future of support at Block, making it more intelligent and accessible.

What we offer

At Block, we are committed to creating a diverse and inclusive workplace where everyone can thrive — we offer competitive compensation packages, including salary and equity options, as well as comprehensive benefits to support your well-being. You will have the opportunity to work on cutting-edge technologies and make a meaningful impact on the financial ecosystem.

We encourage you to apply even if your experience doesn't match every requirement — we value diverse perspectives and believe that different backgrounds contribute to better solutions. Join us in building the future of support powered by AI and automation.