Machine Learning Engineer, Support Experience
Core
Designing, building, and deploying ML models and systems to enhance Stripe's self-serve support experiences, including conversational agents and automated resolution flows.
Role type
Senior IC machine learning engineer (support experience)
Builds
Production ML models, conversational agents, automated resolution flows, and AI-driven support features for Stripe's users and internal operations teams.
Domain
Financial technology / Customer support / Natural Language Processing
Deliverable
production ML models
Required skills
LLMs (RAG, embeddings, tool use, agentic planning), classical ML, Python, distributed systems, data science fundamentals, model training and evaluation pipelines
Preferred skills
Java or Ruby codebases, Agentic LLM solutions for complex workflows, experience with distributed teams
Technologies
PyTorch, TensorFlow, XGBoost
Responsibilities
Design and implement state-of-the-art ML models and large scale ML systems for self-serve support; Develop and optimize contextual conversation models and ML-powered resolution flows; Create and refine pipelines for training and evaluating models in offline and online environments; Implement ML features to streamline information collection and processing for support agents; Collaborate with product, strategy, and content teams to implement new AI-driven support features
Seniority
Senior, hands-on IC