Machine Learning Engineer, Support Experience
Core
Design, build, train, evaluate, and deploy ML models and large-scale systems to enhance 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 internal tooling for support agents
Domain
Financial infrastructure / Customer support / Generative AI
Deliverable
production ML models
Required skills
LLMs (RAG, embeddings, tool use, agentic planning), classical ML, Python, distributed systems, data science fundamentals, model deployment, system design
Preferred skills
Java or Ruby codebases, Agentic LLM solutions for complex workflows, distributed team collaboration
Technologies
PyTorch, TensorFlow, XGBoost
Responsibilities
Design and implement state-of-the-art ML models and large scale ML systems for enhancing self-serve support capabilities; Develop and optimize contextual conversation models and ML-powered resolution flows; Create and refine pipelines for training and evaluating models in both offline and online environments; Implement ML features that streamline information collection and processing for support agents; Collaborate with product, strategy, and content teams to propose, prioritize, and implement new AI-driven support features
Seniority
Senior, hands-on IC