[Remote] Machine Learning Engineer, Support Experience

About the Role

Stripe is seeking a Machine Learning Engineer to join their team and enhance self-serve support experiences. This is a remote position open to candidates in the USA. The role involves designing, building, and deploying ML models, and collaborating with cross-functional teams to improve support capabilities and user satisfaction.

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.

Skills

• Bachelor's Degree in ML/AI or related field (e.g., math, physics, statistics).
• 3+ years in AI/ML and backend engineering, including building and operating production ML systems at global scale with stringent SLOs—balancing reliability, latency, and cost—with privacy, security, and compliance by design.
• Deep and up-to-date applied LLM experience: RAG/embeddings, tool use/function calling, agentic planning/orchestration architectures, post-training methods, code generation, benchmarks and evaluations, etc.
• Familiarity with classical ML methods and common frameworks (e.g., PyTorch, TensorFlow).
• Proficient in Python; strong distributed systems and data science fundamentals.
• Experience working closely with product management, design, other engineers, and other cross-functional partners.
• Strong technical leadership and communication: mentoring and elevating engineers, elevating AI/ML awareness and posture within organizations, setting architectural direction, and driving alignment in ambiguity.
• MS/PhD degree in ML/AI or related field (e.g., math, physics, statistics).
• Experience working in Java or Ruby codebases.
• Experience designing, deploying, and owning Agentic LLM solutions (e.g., multi-step orchestrators, tool use/function calling) specifically for complex customer support or internal workflow automation.
• Comfortable working with distributed teams across multiple locations and time zones.

Benefits

• Equity
• Company bonus or sales commissions/bonuses
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends

Company Overview

Stripe enables businesses to accept payments, manage billing, and embed financial services into digital platforms. Founded in 2010 and headquartered in South San Francisco, California, USA, Stripe has a workforce of 5001-10000 employees. Website: https://stripe.com.

Company H1B Sponsorship

Stripe has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role.