Staff Machine Learning Engineer (Modeling), Support

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<p>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.</p> <p><strong>The Role</strong></p> <p>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.</p> <p>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 candidate is a leader in the field, with a proven track record of building ML systems that can accelerate our ability to scale our conversational AI initiatives. </p> <p><strong>You Will</strong></p> <ul> <li>Lead the end-to-end delivery of multiple ML initiatives, from planning and design through rollout, documentation, and long-term maintenance</li> <li>Partner strategically with risk, product, engineering, design, and operations leaders to define and drive long term ML roadmaps, informed by domain expertise and industry trends</li> <li>Guide the team’s direction, identifying new ML/AI opportunities and advising leadership on strategic tradeoffs and opportunities</li> <li>Drive R&D efforts exploring next-generation chatbot architectures using LLMs, RAG, fine-tuning, and real-time inference</li> <li>Design, deploy, and maintain ML models powering conversational agents including support chatbots across Cash App, Square, and other Block products</li> <li>Develop ML-powered tools and real time recommendation systems that enhance support agent effectiveness and customer outcomes</li> <li>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</li> </ul> <p><strong>You Have</strong></p> <ul> <li>10+ years of experience in machine learning, applied AI, or product ML roles, with deep technical expertise</li> <li>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 technical guidance</li> <li>A track record of delivering organizational wide impact, shaping systems, frameworks, or initiatives that raise the bar across multiple teams or functions</li> <li>Proven ability to ship end to end ML features from problem framing through deployment and long-term maintenance</li> <li>Demonstrated experience with language models, dialog systems, or generative AI in production</li> <li>Strong foundation in NLP, deep learning, or ML infrastructure best practices.</li> <li>Excellent communication skills, with the ability to represent the team’s work to leadership and stakeholders</li> <li>Enthusiasm for R&D and pushing the boundaries of applied AI to transform conversational systems</li> </ul> <p><strong>Technologies We Use and Teach</strong></p> <ul> <li>Python, PyTorch, TensorFlow, or JAX</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p> </p> <p>Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.</p> <p>To find a location’s zone designation, please refer to this <a href="https://block.xyz/documents/salaryzones.pdf" target="_blank">resource</a>. If a location of interest is not listed, please speak with a recruiter for additional information. </p> <p> </p></div><div class="title">Zone A:</div><div class="pay-range"><span>$189,000</span><span class="divider">—</span><span>$283,600 USD</span></div></div><div class="pay-input"><div class="title">Zone B: </div><div class="pay-range"><span>$179,600</span><span class="divider">—</span><span>$269,400 USD</span></div></div><div class="pay-input"><div class="title">Zone C:</div><div class="pay-range"><span>$170,100</span><span class="divider">—</span><span>$255,100 USD</span></div></div><div class="pay-input"><div class="title">Zone D:</div><div class="pay-range"><span>$160,700</span><span class="divider">—</span><span>$241,100 USD</span></div></div></div><div class="content-conclusion"><p><strong>Application Guidelines</strong></p> <p>Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.</p> <p><strong>Use of AI in Our Hiring Process</strong></p> <p>We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws. </p> <p>Contact us <a href="https://privacy.block.xyz/privacyportal/form">here</a> with hiring practice or data usage questions.</p> <p><em data-stringify-type="italic">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. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. </em><em data-stringify-type="italic"><a class="c-link c-link--underline" href="https://block.xyz/employee-benefits" target="_blank" data-stringify-link="https://block.xyz/documents/benefits.pdf" data-sk="tooltip_parent">Check out our other benefits at Block.</a></em></p> <p><em>Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. <strong data-stringify-type="bold">Square</strong> makes commerce and financial services accessible to sellers. <strong data-stringify-type="bold">Cash App</strong> is the easy way to spend, send, and store money. <strong data-stringify-type="bold">Afterpay</strong> is transforming the way customers manage their spending over time. <strong data-stringify-type="bold">TIDAL</strong> is a music platform that empowers artists to thrive as entrepreneurs. <strong data-stringify-type="bold">Bitkey</strong> is a simple self-custody wallet built for bitcoin. <strong data-stringify-type="bold">Proto</strong> is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.</em></p> <p><a href="https://block.xyz/en/legal/applicant-privacy-notice" target="_blank">Privacy Policy</a></p></div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...