Senior Machine Learning Engineer (Modeling), Support

Block is seeking a Senior Machine Learning Engineer (Modeling) to join their Support ML Modeling team. The team is responsible for advancing the state of intelligent, automated support through machine learning and generative AI. The ideal candidate will have a passion for intelligent systems, practical ML experience, and a desire to build product-driven solutions.

Requirements

• Lead R&D efforts to explore and prototype next-generation chatbot architectures using LLMs, retrieval-augmented generation (RAG), fine-tuning, and real-time inference
• Design and deploy ML models powering conversational agents, including the support chatbot used across Cash App, Square, and other Block products
• Build generative AI systems that scale intelligently across multiple business units, adapting to diverse products, users, and use cases
• Advance voice support automation, enabling natural, responsive, and accurate voice-based interactions
• Develop systems to infer customer intent, enabling effective routing, triaging, and resolution of cases with minimal human involvement
• Create ML-powered tooling and real-time recommendation systems to assist support agents and enhance customer outcomes
• Engineer robust, reusable modeling pipelines capable of high throughput, rapid iteration, and easy deployment
• Collaborate cross-functionally with product, engineering, design, and operations teams to ship impactful ML features at scale

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning