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!

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.