Block
Senior Machine Learning Engineer (Modeling), Support
Block, San Francisco, California, United States, 94199
Remote Bay Area, CA, US
Posted Date: 08/18/25
Block's Support ML Modeling team is a central driver of innovation in customer support experiences across our entire ecosystem—including Cash App, Square, and other business units. We are dedicated to advancing the state of intelligent, automated support through machine learning and generative AI. From customer‑facing chatbots to smart internal tools for agents, our team builds high‑impact, scalable systems that improve support quality, efficiency, and accessibility.
We're building the future of support at Block: one powered by AI, voice interfaces, and smart automation. We're looking for candidates with a passion for intelligent systems, practical ML experience, and a desire to build product‑driven solutions.
You Will
Lead R&D efforts to explore and prototype next‑generation chatbot architectures using LLMs, retrieval‑augmented generation (RAG), fine‑tuning, and real‑time inference.
Design and deploy ML models powering conversational agents, including the support chatbot used across Cash App, Square, and other Block products.
Build generative AI systems that scale intelligently across multiple business units, adapting to diverse products, users, and use cases.
Advance voice support automation, enabling natural, responsive, and accurate voice‑based interactions.
Develop systems to infer customer intent, enabling effective routing, triaging, and resolution of cases with minimal human involvement.
Create ML‑powered tooling and real‑time recommendation systems to assist support agents and enhance customer outcomes.
Engineer robust, reusable modeling pipelines capable of high throughput, rapid iteration, and easy deployment.
Collaborate cross‑functionally with product, engineering, design, and operations teams to ship impactful ML features at scale.
You Have
6+ years of experience in machine learning, applied AI, or product ML roles.
Demonstrated experience with language models, dialog systems, or generative AI in production.
Strong knowledge of NLP, deep learning, and ML infrastructure best practices.
Experience with speech processing or voice interfaces is a strong plus.
Proven ability to ship end‑to‑end ML features—framing problems, prototyping, training, evaluation, and deployment.
Experience designing scalable model pipelines and maintaining production ML services.
Excellent communication skills and a collaborative mindset.
Enthusiasm for R&D and pushing the boundaries of what AI can do for support.
Technologies We Use and Teach
Python, PyTorch, TensorFlow, or JAX
Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Block takes a market‑based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job‑related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A: USD $228,700 - USD $343,100
Zone B: USD $217,300 - USD $325,900
Zone C: USD $205,900 - USD $308,900
Zone D: USD $194,500 - USD $291,700
Use of AI in Our Hiring Process We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
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Posted Date: 08/18/25
Block's Support ML Modeling team is a central driver of innovation in customer support experiences across our entire ecosystem—including Cash App, Square, and other business units. We are dedicated to advancing the state of intelligent, automated support through machine learning and generative AI. From customer‑facing chatbots to smart internal tools for agents, our team builds high‑impact, scalable systems that improve support quality, efficiency, and accessibility.
We're building the future of support at Block: one powered by AI, voice interfaces, and smart automation. We're looking for candidates with a passion for intelligent systems, practical ML experience, and a desire to build product‑driven solutions.
You Will
Lead R&D efforts to explore and prototype next‑generation chatbot architectures using LLMs, retrieval‑augmented generation (RAG), fine‑tuning, and real‑time inference.
Design and deploy ML models powering conversational agents, including the support chatbot used across Cash App, Square, and other Block products.
Build generative AI systems that scale intelligently across multiple business units, adapting to diverse products, users, and use cases.
Advance voice support automation, enabling natural, responsive, and accurate voice‑based interactions.
Develop systems to infer customer intent, enabling effective routing, triaging, and resolution of cases with minimal human involvement.
Create ML‑powered tooling and real‑time recommendation systems to assist support agents and enhance customer outcomes.
Engineer robust, reusable modeling pipelines capable of high throughput, rapid iteration, and easy deployment.
Collaborate cross‑functionally with product, engineering, design, and operations teams to ship impactful ML features at scale.
You Have
6+ years of experience in machine learning, applied AI, or product ML roles.
Demonstrated experience with language models, dialog systems, or generative AI in production.
Strong knowledge of NLP, deep learning, and ML infrastructure best practices.
Experience with speech processing or voice interfaces is a strong plus.
Proven ability to ship end‑to‑end ML features—framing problems, prototyping, training, evaluation, and deployment.
Experience designing scalable model pipelines and maintaining production ML services.
Excellent communication skills and a collaborative mindset.
Enthusiasm for R&D and pushing the boundaries of what AI can do for support.
Technologies We Use and Teach
Python, PyTorch, TensorFlow, or JAX
Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Block takes a market‑based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job‑related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A: USD $228,700 - USD $343,100
Zone B: USD $217,300 - USD $325,900
Zone C: USD $205,900 - USD $308,900
Zone D: USD $194,500 - USD $291,700
Use of AI in Our Hiring Process We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
#J-18808-Ljbffr