Machine Learning Engineer, Support Experience

Who we areAbout Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Support Experience engineering team builds and improves Stripe’s user support from end to end: how users get help within our products, how they get in touch with us when they have questions, and how our teams use internal tools to answer those questions. We’re accountable for the quality and reliability of this support stack and we use data and firsthand user research to continuously improve it. 

Providing great support to users of all sizes is culturally important to everyone at Stripe. We are a group of friendly, user-oriented engineers that partner closely with Stripe’s world-class design, product, and operational teams. This includes the external-facing support interfaces (support.stripe.com), content, entry points, internal tooling, case routing, and helping product teams across the company reduce support volume by improving our products. We are also using the latest generative AI technologies to re-imagine support experiences, and are developing AI Assistants both for our customers and to make Stripes more productive.

What you’ll do

As a Machine Learning Engineer on the Support Experience team, you'll play a crucial role in enhancing our self-serve support experiences. You will be responsible for designing, building, training, evaluating, deploying, and owning ML models in production. For example, we apply LLMs to answer user questions with conversational agents and personalize product documentation, and are building automated systems to solve complex user problems. You will work closely with software engineers, machine learning engineers, product managers, and data scientists to operate Stripe’s ML powered systems, features, and products. You will also have the opportunity to contribute to and influence ML architecture at Stripe and be a part of a larger ML community.

Responsibilities 

• Design  and implement state-of-the-art ML models and large scale ML systems for enhancing self-serve support capabilities, balancing ML principles, domain knowledge, and engineering constraints
• Develop and optimize contextual conversation models and ML-powered resolution flows for common support scenarios, using tools such as PyTorch, TensorFlow, and XGBoost
• Create and refine pipelines for training and evaluating models in both offline and online environments, with a focus on improving support quality and user satisfaction
• Implement ML features that streamline information collection and processing for support agents, enhancing overall support efficiency
• Collaborate with product, strategy, and content teams to propose, prioritize, and implement new AI-driven support features and improve answer capabilities
• Stay current with the latest developments in ML/AI, particularly in natural language processing and conversational AI, and apply innovative ideas to improve support experiences

Who you are

We are looking for ML Engineers who are passionate about building ML systems that touch the lives of millions. You have experience developing efficient feature pipelines, building advanced ML models, and deploying them to production. You are comfortable with ambiguity, love to take initiative, have a bias towards action, and thrive in a collaborative environment.

Minimum requirements

• Bachelor's Degree in ML/AI or related field (e.g. math, physics, statistics)
• You have a strong technical background, including 7+ years of experience shipping ML systems in production
• Proficient with ML libraries and frameworks such as PyTorch, TensorFlow, XGBoost, as well as Spark 
• Knowledge of various ML algorithms and model architectures
• Hands-on experience in designing, training, evaluating & productionizing machine learning models at scale

Preferred qualifications

• MS/PhD degree in ML/AI or related field (e.g. math, physics, statistics)
• Previous leadership or mentorship experience
• Previous experience building ML solutions focused on support
• Experience with LLMs and prompt engineering
• Comfortable working with distributed teams across multiple locations and time zones
• Proven track record of building and deploying ML systems that have effectively solved ambiguous business problems