Machine Learning Engineer at Stripe building ML-powered support experiences. Focus on LLM-based conversational agents, RAG systems, and automated resolution flows for customer support at scale.
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.
The Support Experience engineering organization 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 for Stripe’s users and internally to help our operations teams be more productive.
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.
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.