Machine Learning Engineer, Support

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers.

Job Description

The Support ML team aims to create better-than-human Customer Support experiences. Cash App holds people’s money, and building customers’ trust is absolutely essential to our brand. Providing fast and reliable help whenever the customer needs it is a major component of building that trust. 

As a member of the team, you will design, build and launch customer support features. We build our services over Cash App’s ever-evolving infrastructure, and as a senior engineer on the team, you will embrace these changes and scale our tech stack to promote future evolvability. This is an exciting opportunity to make a direct, tangible impact on our product and work on projects that are critical to the business’s success. You’ll be reporting to an Engineering Manager and working on a distributed team with members in the USA, Taiwan, Melbourne and Perth.

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 located here in Melbourne, Perth, Taiwan and the US.

• Demonstrate high code quality, 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!

Qualifications

You Have:

• Prior experience or knowledge 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

Tools 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

Additional Information

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, based solely on the core competencies required of the role at hand, and without regard to any 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.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, 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.