The Role

The Support Machine Learning Engineering team is focused on using advanced machine learning to enhance customer support. We provide real-time intelligent assistance and chatbot automation for our support advocates, powered by cutting-edge Gen AI models, to deliver fast and seamless customer service. As Cash App is responsible for holding people’s money, earning and maintaining customer trust is essential to our brand. Our team builds this trust by getting customers the help they need quickly, respectfully, and automatically.

Machine Learning drives our customer support, and we are looking for an engineer to join us in building high-quality support experiences.

You Will

• Be responsible for designing, building and managing the distributed services that enable us to automatically solve customer problems in real-time.
• Creatively solve challenging technical problems at scale, collaborating with engineers and modelers located here in Melbourne, Perth, Tasmania and the US.
• Demonstrate high-quality code, good test coverage and other engineering best practices 
• Work hand-in-hand with ML modelers to identify and integrate new data sources, heuristics and models, allowing us to scale our customer support operations.
• Collaborate with product, analysts, and modelers on planning and implementing great customer support experiences 
• Have autonomy to research and achieve outcomes with support when you need it
• Contribute to the growth of our development capabilities through mentoring and supporting fellow engineers
• Own your solutions from design through to operation: we are all on the pager!

You Have

• Prior experience, knowledge or a strong interest in Machine Learning
• Passion for solving business problems with technology and approach creating end-to-end solutions with a ton of autonomy
• Deep regard for testing and have experience with automated testing frameworks
• Alignment with Cash App's mission of economic empowerment
• Reason about complex, distributed systems at high scale within a mixed ecosystem of sync, async, RPC and event-driven architectures

Technologies We Use and Teach

• Java, Kotlin, Python
• AWS, GCP, Snowflake
• Datadog, Sentry
• DynamoDB, MySQL, Hibernate
• HTTP, JSON, gRPC and Protocol Buffers
• Kafka, event-driven microservice architecture

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 in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. 

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 is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, and TIDAL, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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