Staff Machine Learning Engineer (Modeling), Support

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Block's Support ML Modeling team drives innovation in customer support through machine learning and generative AI, building scalable systems like chatbots and agent tools to improve support quality and efficiency. The team is focused on next-generation conversational AI using LLMs, RAG, and real-time inference.

• Lead end-to-end delivery of ML initiatives; partner with cross-functional leaders to define ML roadmaps; guide team direction and identify new ML/AI opportunities; drive R&D on chatbot architectures using LLMs, RAG, fine-tuning, and real-time inference; design and maintain ML models for conversational agents; develop ML-powered tools for support agents; communicate results to stakeholders.

• 10+ years in machine learning, applied AI, or product ML; demonstrated leadership and ability to influence cross-functional teams; track record of organizational-wide impact; experience shipping end-to-end ML features; experience with language models, dialog systems, or generative AI in production; strong foundation in NLP, deep learning, or ML infrastructure; excellent communication skills.