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Block · 1 day ago

Senior Machine Learning Engineer (Modeling), Support

United States

Full-time

Remote

Senior Level

$198K/yr - $297K/yr

6+ years exp

Block is a company dedicated to economic empowerment through innovative technology solutions. The Senior Machine Learning Engineer will lead efforts in developing advanced machine learning models and systems to enhance customer support experiences across various platforms, including Cash App and Square.

Financial Services

H1B Sponsor Likely

Responsibilities

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

Qualification

Machine LearningGenerative AINatural Language ProcessingPythonDeep LearningModel PipelinesEnthusiasm for R&DCommunicationCollaborative Mindset

Required

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

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

Preferred

Experience with speech processing or voice interfaces is a strong plus

Benefits

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Modern family planning

Company

Block

Glassdoor3.9

Block is one company built from many blocks, all united by the same purpose of economic empowerment.

Founded in 1990

Oakland, California, US

10001+ employees

https://block.xyz/

H1B Sponsorship

Block has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (257)

2024 (253)

2023 (260)

2022 (297)