Machine Learning Engineer, Supportability

Who we are
About the company

the company is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use the company 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 Supportability Evaluation team acts as stewards of the financial ecosystem
. Our mission is to protect the company’s reputation with our global financial partners by architecting highly precise, automated supportability controls. We develop the AI/ML models and systems that detect and action supportability violations in real-time. We're responsible for building high-fidelity detection engines that ensure our merchants remain compliant across the globe, balancing the scale of millions of users with the surgical precision required by the world’s largest financial institutions.

As a Machine Learning Engineer in Supportability, you will be responsible for designing, building, training, evaluating, deploying, and owning AI/ML models in production. You will work closely with software engineers, machine learning engineers, product managers, and data scientists to operate the company’s ML powered systems, features, and products. You will also have the opportunity to contribute to and influence AI/ML architecture at the company and be a part of a larger community.

• Design state-of-the-art AI/ML models and large scale systems for detection and decisioning for the company products based on AI/ML principles, domain knowledge, and engineering constraints
• Drive the expansion of the company's largest LLM-based system, scaling its usage and integrating new capabilities through agentic approaches or supervised learning.
• Rapidly prototype new AI/ML-based approaches to achieve key business goals.
• Develop processes to train and evaluate models in offline and online environments
• Integrate models into production systems and ensure their scalability and reliability
• Collaborate with product and strategy partners to propose, prioritize, and implement new product features
• Engage with the latest developments in AI/ML and take calculated risks in transforming innovative ideas into productionized solutions
• Explore cutting-edge AI/ML techniques and evaluate their potential to solve business problems

We are looking for ML Engineers who are passionate about building AI/ML and AI systems that touch the lives of millions. You have experience building and evaluating advanced AI/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.

• 2+ years of industry experience building and shipping AI/ML systems in production
• Proficient with AI/ML libraries and frameworks such as PyTorch, Tensor Flow, XGBoost, as well as Spark
• Knowledge of various AI/ML algorithms and model architectures
• Hands‑on experience in designing, training, and evaluating machine learning models
• Hands‑on experience in product ionizing and deploying models at scale
• Experience rigorously evaluating model performance, including cleaning data, and working with data‑generating processes to improve signal and reduce noise in high‑noise datasets.
• Proficiency in creatively applying modern machine learning techniques and Generative AI models to solve complex business problems.

• MS/PhD degree in AI/ML or related field (e.g. math, physics, statistics)
• Experience with DNNs including the latest architectures such as transformers and LLMs
• Experience working in Java or Ruby codebases
• Proven track record of building and deploying AI/ML systems that have effectively solved ambiguous business problems
• Experience with online experimentation such as A/B testing or multi‑armed bandits.
• Experience with model calibration