Machine Learning Engineer (Modeling) - Support AI Tooling

Company Description
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
Machine Learning is an integral part of how we design products, operate, and pursue Cash App's mission to serve the unbanked as well as disrupt traditional financial institutions. Our massive scale and deep trove of transaction data create an endless number of opportunities to use artificial intelligence to better understand our customers and offer new products and experiences that can improve their lives. We are a highly creative group that prefers to solve problems from first principles; we move quickly, make incremental changes, and deploy to production every day. Check out our Machine Learning / AI blog here !
This role is part of our Cash App's ML team and will be deeply embedded within one of our product teams - here are the workstreams we're currently hiring for:
Support - Support AI Tooling
We aim to create better-than-human Customer Support Experiences by providing our support advocates real-time intelligent assistant empowered by Gen AI models. Cash App holds people's money, and building customers' trust is absolutely essential to our brand. Our team builds this trust by providing fast and reliable help whenever the customer needs through our advocates.
You will:

• Experiment with state-of-the-art algorithms to improve knowledge retrieval and search efficiency
• Develop Natural Language Processing and Gen AI models to improve effectiveness of customer support
• Use large language models to suggest responding messages to customer support advocates in real time
• Create data features and embeddings from various data structures, (text/non-text, bath/streaming)
• Collaborate with cross-functional teams to understand business needs and develop impactful solutions
• Create both batch and realtime models training and deployment designs
• Continuously monitor and evaluate the performance of machine learning models, making adjustments as necessary
• Prepare and present reports on model performance and trends to stakeholders

Qualifications
You have:

• Must be based in Pacific OR Mountain Time Zone
• Bachelor's degree in Computer Science, Statistics, Mathematics, or a related field. A Master's degree is preferred
• 5+ years of experience in machine learning, data analysis, or a related field
• Proven experience in Deep Learning, Natural Language Processing, Large Language Models, Search & Recommendation
• Strong knowledge of machine learning algorithms and data analysis techniques
• Proficiency in programming languages such as Python or Java
• Excellent problem-solving skills and attention to detail
• Strong communication skills, with the ability to explain complex concepts to non-technical stakeholders

Technologies we use and teach:

• Python (NumPy, Pandas, sklearn, TensorFlow, PyTorch, keras, etc.)
• Snowflake, DataBricks, GCP, AWS
• Classical classification / regression models

Qualifications
You have:

• Must be based in Pacific OR Mountain Time Zone
• Bachelor's degree in Computer Science, Statistics, Mathematics, or a related field. A Master's degree is preferred
• 5+ years of experience in machine learning, data analysis, or a related field
• Proven experience in Deep Learning, Natural Language Processing, Large Language Models, Search & Recommendation
• Strong knowledge of machine learning algorithms and data analysis techniques
• Proficiency in programming languages such as Python or Java
• Excellent problem-solving skills and attention to detail
• Strong communication skills, with the ability to explain complex concepts to non-technical stakeholders

Technologies we use and teach:

• Python (NumPy, Pandas, sklearn, TensorFlow, PyTorch, keras, etc.)
• Snowflake, DataBricks, GCP, AWS
• Classical classification / regression models