Machine Learning Engineer, Support Experience at Stripe · Toronto

Who we are

About Stripe

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.

About the team

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.

What you’ll do

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. 

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

Who you are

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.

Minimum requirements

• 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.

Preferred qualifications

• 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