Machine Learning Engineer - Support Experience in Toronto, Canada

Overview

About Stripe

Stripe is a leading financial infrastructure platform that empowers businesses of all sizes. From large corporations to innovative startups, millions rely on Stripe to manage payments, boost revenue, and seize new business opportunities. Our mission is ambitious: to elevate the GDP of the internet, presenting you with an extraordinary chance to impact the global economy while engaging in meaningful work.

About the Team

The Support Experience engineering team is dedicated to enhancing user support across Stripe’s products. We focus on streamlining how users seek help, the channels they use to communicate with us, and the tools our teams utilize to respond effectively. Our commitment is to ensure the quality and dependability of the support system, driven by data and direct user feedback for continuous improvement.

Delivering excellent support is a core value at Stripe. Our friendly, user-focused engineers work in close collaboration with top-notch design, product, and operations teams. This includes managing external support interfaces, creating content, optimizing internal tools, and collaborating with product teams to reduce support queries by refining our offerings. We also leverage cutting-edge generative AI technologies to transform support experiences, crafting AI assistants for users and enhancing team productivity.

Responsibilities

As a Machine Learning Engineer within the Support Experience team, you will be pivotal in advancing our self-service support tools. Your responsibilities will encompass designing, developing, training, assessing, deploying, and managing ML models in a live environment. For instance, you will work with large language models to address user inquiries through conversational agents and tailor product documentation, while also establishing automated systems to tackle intricate user issues. Collaborating closely with software engineers, machine learning experts, product managers, and data scientists, you will help operate Stripe’s ML systems, features, and products. Furthermore, you will have the opportunity to shape and contribute to ML architecture at Stripe, joining a broader community of ML professionals.

Requirements

• Expertise in designing and implementing advanced ML models and large-scale ML systems to enhance self-service support, while balancing ML principles with domain knowledge and engineering constraints.
• Proficiency in developing and optimizing contextual conversation models and ML-driven resolution processes for common support scenarios, utilizing frameworks such as PyTorch and TensorFlow.

Monday to Friday, 9 AM – 5 PM (full-time)