Staff Machine Learning Engineer (Modeling), Support

Job Description

Staff-level ML engineer on Block's Support ML Modeling team, which builds intelligent, automated customer support experiences across Block's ecosystem (Cash App, Square, etc.). The team uses machine learning and generative AI to power chatbots, intelligent agent assistance, and support tooling.

Responsibilities

• Design and build ML models and pipelines that power automated and assisted support experiences (e.g., Cashbot chatbot)
• Engineer high-throughput modeling pipelines and services for real-time support interactions
• Collaborate with product, analysts, and modelers to plan and implement support experiences that delight customers
• Explore and integrate LLM-based approaches and generative AI into support workflows
• Provide technical leadership, including mentoring and setting modeling and code-quality standards

Benefits