Senior Machine Learning Engineer

Overview of role:

The mission of the SupportLogic Machine Learning (ML) team is to create and leverage cutting-edge ML models, especially Large Language Models (LLMs) that can extract new signals from unstructured data and make insightful, actionable predictions for our customers.

We are responsible for:

• Maximizing the value of SupportLogic to our customers by advancing the frontier of ML performance and Intellectual Property (IP).

• Ensuring ML models deliver consistent, predictable, and improving performance in production environments by working with backend engineering.

• Extracting maximum utility from our predictions for our end users and customers by collaborating with product design, UI, and customer-facing teams.

We seek a Senior Machine Learning Engineer interested in improving any and all aspects of ML organization efficiency, with the ultimate goal of increasing customer confidence in our ML predictions and our ability to train new ML models or roll out new ML products quickly and efficiently. SupportLogic’s ML products are our core value proposition for our customers, so ML efficiency has a direct connection to our value to our customers and as a company.

You will be working in a fast-moving and growing company; applicants should be self-starting and comfortable learning and using new technologies (such as LLMs and RAGs), systems, and processes.

How your work will support our growth:

• Ship - Increase velocity of ML model deployment into production through automation of model management, deployment, and rollout processes.

• Validate - Increase confidence of model rollouts by enriching and automating model validation prior to and immediately after deployment.

• Measure - Provide insight into accuracy and relevance of ML model predictions in production by measuring and monitoring model input and output data distributions, as well as user engagement/feedback on predictions.

• Automate - Incorporate user feedback/activity into new ML model training by automation of data collection, model retraining, model measurement, etc., towards a goal of continuous automated model retraining.

• Build - Provide internal tools or incorporate commercial tools (e.g. Kubeflow, VertexAI, LangChain, LangSmith, etc) into data scientist workflows for data analysis, feature generation, model development, etc., to boost ML team productivity.

• Collaborate - Bridge the gap between ML research and production-grade backend code by working with other engineering teams to integrate new ML models or APIs into production.

About you (don't worry if you don't have this whole list- we expect you to learn with us):

• A self-starter, with the interest and passion to contribute in a fast-paced startup environment.

• Provide technical leadership and help drive the team’s ML direction & vision

• B.S. degree or equivalent in Computer Science, Mathematics, or similar field of study.

• Professional experience as a full-time machine learning engineer.

• 5+ years of experience building ML products

• 3+ years of experience using Large Language Models in production

• Strong proficiency in software development and system design

• Fluent in Python

• Experienced with common Python data science libraries such as PyTorch, HuggingFace, Pandas, numpy and scikit-learn 

• Experienced with the lifecycle of model training, evaluation and deployment

• Experienced with using SQL

Preferences:

• Experienced building APIs in Python, particularly in FastAPI or Flask.

• Experienced with using Pytest, Docker, and sqlalchemy

• Experienced with MLOps platforms such as KubeFlow or MLFlow

• Experienced with modern data warehouse such as Snowflake, BigQuery or Hive

How we support our employees’ growth and well-being:

• Healthcare (medical) for employee, spouse and child(ren) is fully covered by us

• Equity (stock options)

• Remote 1st, collaborative, and transparent culture

• PTO you’re encouraged to take to recharge

Equal Opportunity Employer- Our differences make us better:

Our commitment to diversity and inclusion is deep and core to the company we’re building. Our users are diverse, and we believe that our company needs to reflect the diversity of our users in order to build the best possible product. Discrimination of any type will not be tolerated at SupportLogic, and we pride ourselves in making sure that all employees feel heard, supported, and challenged. To that end, SupportLogic prohibits discrimination on the basis of race, color, religion, creed, sex, age, marital status, national origin, mental or physical disability, political belief or affiliation, veteran status, sexual orientation, gender identity and expression, genetic information, HIV status, maternity status, protective order status, and any other class of individuals protected from discrimination under applicable state or federal law in any aspect of employment and application for employment.