Chattermill

• Design, build, and maintain scalable backend services and APIs that power Chattermill’s core analytics platform. • Architect reliable, maintainable distributed systems and contribute to the evolution of backend service design and infrastructure. • Own end-to-end delivery of backend engineering workstreams, from technical scoping and architecture through to implementation, testing, observability, and production support. • Integrate language models, agentic frameworks, and AI pipelines into core product and backend services. • Drive performance, reliability, and observability across high-throughput distributed data systems, including logging, tracing, alerting, and incident response. • Work with cloud infrastructure and distributed systems in GCP (preferred) or AWS environments. • Collaborate closely with Product to define scope, shape technical solutions, and explore new platform capabilities and features. • Contribute to engineering excellence through code reviews, architectural discussions, and continuous improvement of development standards across the team.

• You’ll take ownership of a portfolio of Bronze and Silver customer accounts, guiding them towards fully operational, high-impact use cases that run smoothly day to day. • Our approach to renewals is growth led, meaning we anchor them in the value and outcomes we deliver, not just contract milestones. • You’ll work in a fast-moving AI environment with ambitious brands, solving meaningful, commercially impactful problems having ownership and accountability from day one. • Partner with customers to integrate their core use cases into everyday workflows so they become part of business-as-usual operations • Develop and maintain a clear view of the value delivered within each account, using it to support a growth-led approach to renewals • Manage the health of your account portfolio by monitoring adoption, identifying and tracking risks, and ensuring accounts stay on track • Own the renewal process for your accounts, proactively identifying risks early and working through them to resolution before they escalate into issues • Build trusted relationships with key stakeholders and gain a clear understanding of what success looks like for each customer • Collaborate with Analysts, Tech Support, and Product teams to resolve issues quickly and keep accounts progressing smoothly • Maintain accurate account records and health data to ensure the wider team always has a clear, up-to-date view • Learn from the XLG Team around you and actively contribute ideas to improve how we work and deliver value

• Train, evaluate, and iterate on ML models and agentic systems for customer feedback, including owning our custom fine-tuning pipelines. Run experiments end-to-end, track results rigorously, and make clear recommendations on what to ship, iterate, or retire. • Build and maintain LLM-powered features: retrieval pipelines, reranking systems, insight agents, data mining agents, and automated taxonomy generation. • Design and run robust evaluation frameworks: build test sets, define metrics, evaluate non-deterministic systems, handle class imbalance, and automate checkpoint comparisons. • Improve and extend semantic search and retrieval, evolving from embedding-based approaches toward more advanced methods. • Write production-quality code and collaborate closely with Engineering on productionisation, model serving, data pipelines, and monitoring. • Work with Product and Commercial teams to translate business needs into practical ML solutions, and support client evaluations and accuracy benchmarking. • Mentor team members, review code and research, and bring relevant advances from the literature into the product.