Staff Machine Learning Engineer (Modeling), Support

Block builds simple, powerful tools that make progress towards an economy that’s truly open to all. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone. Join us. The Role 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. Our ideal can [... source excerpt omitted ...] ding support chatbots across Cash App, Square, and other Block products Develop ML-powered tools and real time recommendation systems that enhance support agent effectiveness and customer outcomes Act as the technical representative for your team’s systems and programs, clearly communicating work and results to stakeholders, cross-functional partners, and external audiences You Have 10+ years of experience in machine learning, applied AI, or product ML roles, with deep technical expertise Demonstrated leadership capabilities, with the ability to influence and align cross-functional teams while directly shaping the work of peers through communication, context sharing, and tec [... source excerpt omitted ...] to ship end to end ML features from problem framing through deployment and long-term maintenance Demonstrated experience with language models, dialog systems, or generative AI in production Strong foundation in NLP, deep learning, or ML infrastructure best practices. Excellent communication skills, with the ability to represent the team’s work to leadership and stakeholders Enthusiasm for R&D and pushing the boundaries of applied AI to transform conversational systems Technologies We Use and Teach Python, PyTorch, TensorFlow, or JAX We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values