Staff Machine Learning Engineer (Modeling), Support

Who you are

You have a strong background in machine learning, with a proven track record of building scalable ML systems that enhance customer support experiences. Your expertise in generative AI and intelligent systems positions you as a leader in the field, capable of driving innovation within the Support ML Modeling team at Block. You thrive in collaborative environments and are passionate about leveraging technology to improve support quality and efficiency.

With at least 5 years of experience in machine learning, you have successfully led projects from conception to deployment, demonstrating your ability to deliver high-impact solutions. Your technical skills include proficiency in Python and familiarity with various ML frameworks, enabling you to tackle complex challenges in the realm of customer support.

You possess excellent communication skills, allowing you to articulate technical concepts to non-technical stakeholders effectively. Your leadership qualities inspire those around you, fostering a culture of collaboration and continuous improvement within your team. You are driven by a desire to create inclusive and accessible support systems that empower users.

Desirable

Experience with conversational AI and chatbot development is a plus, as is familiarity with cloud platforms such as AWS or GCP. You are open to exploring new technologies and methodologies that can enhance the capabilities of the support systems you build.

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 collaborate with cross-functional teams to design and implement intelligent systems that leverage machine learning and generative AI. Your responsibilities will include defining project scopes, setting timelines, and ensuring successful execution of ML initiatives.

You will work closely with product managers and engineers to integrate ML solutions into existing support frameworks, enhancing the overall user experience. Your role will involve conducting experiments to validate the effectiveness of new models and iterating on solutions based on user feedback and performance metrics.

As a key member of the Support ML Modeling team, you will mentor junior engineers and contribute to their professional development. You will also stay updated on industry trends and advancements in machine learning, ensuring that Block remains at the forefront of innovation in customer support.

What we offer

At Block, you will be part of a mission-driven company focused on economic empowerment. We offer a collaborative work environment where diverse perspectives are valued and encouraged. You will have the opportunity to work on cutting-edge technologies and contribute to projects that have a meaningful impact on users worldwide.

We provide competitive compensation packages, including benefits that support your well-being and professional growth. Join us in building the future of support powered by AI and automation, and help us create systems that are accessible and efficient for everyone.