Block is looking to build AI customer support products to automate support workflows, deliver new AI-powered support product experiences, and improve how millions of customers get support, thereby building lasting trust and creating meaningful operational leverage across Block.
Requirements
- 8+ years of experience in training and deploying ML models, developing ML software, and shipping customer-facing ML products.
- Deep understanding of modern ML techniques (e.g. Large Language Models) and the ML lifecycle from data gathering, training, model evaluation, MLOps, and productionizing models.
- Ability to produce production-quality code and services incorporating testing, evaluation, monitoring as well as the ability to quickly adapt to a new domain, hack MVP's, and iterate to improve product.
- Experience using any of the major cloud vendors for high scale production use cases
Responsibilities
- Leverage AI to automate support workflows and deliver new AI-powered support product experiences
- Design, build, and maintain scalable machine learning systems, including developing, fine-tuning, and integrating large language models and related systems, that power real customer and advocate experiences.
- Collaborate cross-functionally with product, engineering, design, and operations teams to ship impactful AI features at scale
- Build generative AI systems that scale intelligently across multiple business units, adapting to diverse products, users, and use cases
- Stay current on the latest developments in LLMs and applied ML, assessing where new techniques (e.g., RAG, distillation, fine-tuning, prompt orchestration) can enhance our systems.
- Mentor peers and contribute to technical documentation, design reviews, and shared best practices that raise the engineering bar for applied ML systems.
Other
- Enthusiastic and experienced Machine Learning Engineer
- Collaborate closely with teams across Block to understand their challenges and opportunities.
- Work in an environment that values creativity, experimentation, and practical problem solving.
- Passionate about pragmatic AI, motivated by real world impact, and excited to build systems that help people get the help they need.
- Ruthless pragmatism when solving new and unconventional problems
- A desire to understand our clients' needs in order to design tools and systems that solve our customer's problems.
- Strong communication skills (verbal and written) with technical and non-technical stakeholders.
