Senior Machine Learning Engineer, Customer Support Engineering
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Machine Learning Engineer, Customer Support Engineering based in the United States.
This is a high-impact ML engineering role focused on building next-generation AI systems that redefine customer support at scale. You will work on cutting-edge agentic AI technologies that power chat and voice assistants, enabling more intelligent, proactive, and personalized support experiences for millions of users globally. The role sits at the intersection of applied research and production engineering, requiring deep expertise in large language models and scalable ML systems. You will help design and ship advanced AI architectures such as multi-agent systems, retrieval-augmented generation, and reinforcement learning pipelines. Working closely with product, design, and engineering teams, you will transform early-stage ideas into production-ready systems. This is a highly collaborative environment where innovation, experimentation, and real-world impact are central to the mission.
Accountabilities:
- Design, build, and optimize advanced ML systems powering customer support experiences, including chat and voice AI assistants.
- Develop and productionize agentic AI architectures involving multi-agent orchestration, tool use, reasoning pipelines, and autonomous decision-making systems.
- Build and improve LLM-based solutions including fine-tuning (SFT, RLHF, GRPO), prompt engineering, RAG systems, and evaluation frameworks.
- Lead end-to-end development of ML features from early research exploration to scalable production deployment.
- Collaborate cross-functionally with Product, Design, and Engineering teams to translate customer support needs into robust AI solutions.
- Improve model performance through experimentation, feedback loops, evaluation automation, and guardrail design.
- Contribute to ML infrastructure, model serving systems, and MLOps best practices to ensure reliability and scalability.
- Stay current with emerging AI research and actively share insights to elevate team capabilities and technical direction.
- Master’s or PhD in Computer Science, Machine Learning, AI, or related field, or equivalent industry experience.
- 6+ years of hands-on experience building and shipping ML/AI systems at scale in production environments.
- Strong expertise in large language models, including pretraining, fine-tuning (SFT, RLHF, GRPO), prompt engineering, and evaluation methodologies.
- Proven experience designing and implementing agentic AI systems (e.g., ReAct, LangGraph, AutoGen, or similar frameworks).
- Deep understanding of RAG architectures, retrieval systems, and LLM-based reasoning pipelines.
- Strong software engineering skills with experience in building scalable, reliable ML infrastructure and services.
- Experience with MLOps practices, model deployment, monitoring, and performance optimization in production environments.
- Strong cross-functional communication skills with ability to collaborate across engineering, product, and design teams.
- Ability to thrive in fast-paced, research-driven environments where ambiguity and experimentation are common.
- Passion for AI innovation and improving real-world customer experiences through applied machine learning.
- Competitive compensation including base salary, bonus, and equity
- Annual employee travel credits to support personal and professional exploration
- Comprehensive medical, dental, and vision insurance coverage
- Remote-first flexibility with eligibility across approved U.S. states
- Equity participation in a global, high-growth technology organization
- Opportunities to work on cutting-edge AI systems used at massive scale
- Inclusive and collaborative culture focused on innovation and experimentation
- Strong emphasis on learning, research exploration, and technical development.
Requirements:
Benefits:
AI Engineering pay context
Based on 574 disclosed AI Engineering salaries on RoleSuite, the role pays a median of $199K/year, with most offers between $162K and $237K (10th–90th percentile: $130K–$275K).
See the full AI Engineering salary breakdown →