Location: Poland – 100% remote or hybrid from one of our offices in Szczecin or Warsaw
Contract: B2B or UoP
Salary: 23.000-33.000 PLN/month (B2B) or 19.000-27.000 PLN gross/month (UoP)
Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful. Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too!
A few facts about us:
Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1
We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.
We currently rate at 4.7/5 in both Shopify and G2.
Our ML team was among the first in the world to launch an AI agent - (Lyro) for customer service! 🌍
Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.
Currently, we hire over 150 fantastic people.
Want to know more about our ML Team?
At Tidio, we believe that AI will transform how businesses engage with their customers. As a leading provider of conversational chatbot solutions, we are at the forefront of this revolution. That's why we are looking for an exceptionally talented Senior Machine Learning Engineer to join our small but mighty Machine Learning team.
By joining the ML team as a Senior Machine Learning Engineer, you will become a crucial member of our 9-person team and help us push the boundaries of conversational AI. You will work closely with our talented engineers and product leaders to ideate, build, and refine industry-leading NLP models and algorithms that power our platform. This is a unique opportunity to turn your passion for machine learning into world-class products that deliver real value to the customers. You will provide state-of-the-art conversational AI products on a global level, reaching millions of consumers.
It is worth adding that we received a 10 million PLN grant to fine-tune generative open-source models on our data.
As a Senior Machine Learning Engineer, you will:
Work on Lyro, our advanced RAG AI Agent built on the newest Claude and Gemini models. Lyro is a sophisticated conversational AI that can use:
custom tools
follow complex, multi-step, user-defined Guidance
access products (native Shopify integration + in-house system to ingest products from any other source)
access company policies
continuously learns from company data and conversations.
Projects you could work on:
Ticket-Optimized Lyro – Further develop Lyro for automated customer support ticket handling and resolution
Lyro AI bundle - Build a suite of AI-powered tools that help users configure, analyze, and get more out of Lyro
Multi-Agent Workflow Systems – Build agent orchestration for complex, step-by-step procedure execution with tracking and verification
Agentic Product Intelligence – Develop advanced product search, comparison, and recommendation capabilities (e.g., "Compare your cheapest vs. most expensive products", "Find similar items to this one")
Knowledge Base Management AI – Create ML systems to detect contradictions, identify outdated information, flag duplicates, and maintain knowledge quality at scale
AI Onboarding Assistant – Build an internal AI agent that helps users discover Tidio features and configure Lyro
Context Optimization Engine – Design intelligent systems to dynamically determine which data sources, guidelines, and tools the LLM should access based on conversation context, optimized for scale
You are the perfect fit, if you:
Have 4+ years of experience building end-to-end NLP and deep learning models in production environments, including hands-on experience developing production systems that leverage LLMs (e.g., Claude, GPT, Gemini) to interact with real users
Have expert knowledge of Python
Have hands-on experience with asynchronous Python and REST API services (FastAPI, Flask)
Demonstrate a solid understanding of ML concepts, with experience evaluating, versioning, and managing models and prompts in production
Have strong software engineering skills and experience deploying models to production
Have a strong passion and drive for self-development – following the latest trends and publications in the field of your specialization on an ongoing basis
Have a team-player mindset
Can communicate in English fluently
At this point, asking about ownership, communication, and problem-solving skills seems like a rhetorical question, right?
You will earn extra points for:
experience with PyTorch/huggingface and common ML frameworks
MLOps experience
We would like to offer you:
Salary: 23 000 - 33 000 PLN net (B2B) or 19 000 - 27 000 gross on a contract of employment
Work with an experienced team that continually shares knowledge and is not afraid of testing new solutions
Remote-first work with flexible hours
Possibility to use one of our offices in Poland or book a coworking space in your city
Great development opportunities – company-supported courses and conferences
26 days off guaranteed in a year
Individual work tools - MacBook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs!
Sport & wellness benefit
Private medical care
Mental well-being program – individual therapy sessions and resources for employees
Free access to one of the most popular e-book/audiobook services
Regular social events (company-wide offsites, team events)
Budget for 1:1 English language classes
What happens when you send your CV?
Screening call with a Recruiter [1h]
Call with a ML Lead [1,5h]
A recruitment assignment
Technical call with the Machine Learning Team (feedback on the task with additional questions) [1,5h]
Offer and fireworks! 🎉
Diversity Statement
One of Tidio’s core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.
We now rate at 4.4/5
81% recommend us to a friend👇
Read our reviews
Skills Required
- 4+ years of experience building end-to-end NLP and deep learning models in production
- Production experience developing systems leveraging LLMs such as Claude, GPT, or Gemini with real users
- Expert knowledge of Python
- Hands-on experience with asynchronous Python and REST API services, including FastAPI or Flask
- Understanding of machine learning concepts and experience evaluating, versioning, and managing models and prompts in production
- Strong software engineering skills and experience deploying models to production
- Fluent English communication skills
- Passion for self-development and keeping up with industry trends and publications
- Team-player mindset
- Experience with PyTorch, Hugging Face, and common machine learning frameworks
- MLOps experience
What We Do
Tidio is a customer experience tool that helps small businesses serve their clients efficiently. Our flagship product is a live chat app powered by chatbots used by over 510 million unique users around the world. We use our expertise to build products that give our customers autonomy and full ownership of their communication. We want Tidio to be simple and fair, which means easy-to-use tools and transparent pricing. This is only possible because our product reflects the company and the way we work. We trust each other and work with a high degree of autonomy. We are fair and transparent, so that everyone is on the same page. And we are not just avid learners, we are eager to share our expertise with each other. Working at Tidio means having an impact on thousands of companies and millions of their users. But they aren’t the only ones who can grow with us. By joining Tidio, you can grow, too!
