• Help Desk Triage & Issue Replication • Serve as the first point of contact for issues reported in the help desk channel, performing initial triage to separate genuine problems from repetitive or non-critical noise • Gather logs, reproduce reported issues, and document clear, well-scoped tickets so that senior engineers and DevOps know where to look • Act as a liaison between representatives, supervisors, and technical teams to close the gap between what is reported and what is actually happening • Monitor an escalated help desk channel, working from team-lead archives to investigate real issues without being overwhelmed by duplicate reports • Data & Reporting Support for Client Services • Help Client Services interpret data by working in business intelligence tools such as Domo, Looker, or Power BI • Take ownership of an existing library of reports and dashboards, reviewing how metrics are calculated, standardizing inconsistent definitions, and updating legacy reports with more accurate logic • Partner with the data and Client Services teams to make reporting clearer, more consistent, and more trustworthy • Documentation & Knowledge Management • Capture and document CRM capabilities and processes that are currently undocumented or held as tribal knowledge • Build and maintain user guides, FAQs, and troubleshooting references that reduce repeat questions and speed up onboarding • Continuously improve documentation as systems and processes change • Cross-Team & DevOps Support • Assist DevOps with technical troubleshooting as needed (e.g., investigating 504 errors, timeouts, and other backend symptoms surfaced through support) • Support Marketing and other internal stakeholders as a recognized internal customer of the support function • Help identify recurring pain points and surface process improvements to the broader team.

• Responsible for the implementation of customer projects for systems based on IBM i Power platforms. • Ensuring that customer requirements are fully understood and implemented in accordance with the timescales defined by both the customer and the cloud provisioning team’s ROIs. • Collaborating with SMEs from other technologies within the cloud provisioning team to provide accurate and comprehensible updates to the Project Managers and other stakeholders. • Working with the Service Delivery Managers (SDMs) and the support teams to ensure the customer projects are accepted into service promptly. • Providing accurate and complete information for the IBM i services provided to allow a smooth transition into production\live. • Own project-related tasks and work with team members and customers to implement solutions for the IBM i platform. • Deliver projects in line with customer requirements, project timelines, and deadlines set by Client Onboarding Specialists, including working outside normal business hours when required. • Perform physical onsite installations of IBM Power servers; travel will be required. • Complete IBM i system migrations using methods including tape, VTL, software replication, and storage replication. • Support Client Onboarding Specialists by providing timely project updates and translating technical information into clear language for stakeholders. • Work collaboratively with colleagues to streamline implementation solutions and document them for Acceptance into Service for the IBM i platform. • Provide SME-level input to Technical Pre-Sales on prospective solutions being designed/scoped. • Liaise with the Infrastructure team to ensure capacity requirements are communicated in a timely manner. • Deliver efficient and effective support to internal and external customers, including resolving issues escalated beyond lower-tier support and attending customer sites as required. • Act as senior advisor for customer escalations, and technical planning discussions. • Support presales and solution discussions requiring IBM i technical.

Block builds simple, powerful tools that make progress towards an economy that's truly open to all. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone. Join us. The Role Block's Support ML Modeling team is a central driver of innovation in customer support experiences across our entire ecosystem-including Cash App, Square, and other business units. We are dedicated to advancing the state of intelligent, automated support through machine learning and generative AI. From customer-facing chatbots to smart internal tools for agents, our team builds high-impact, scalable systems that improve support quality, efficiency, and accessibility. We're building the future of support at Block: one powered by AI, voice interfaces, and smart automation. We're looking for candidates with a passion for intelligent systems, practical ML experience, and a desire to build product-driven solutions. Our ideal candidate is a leader in the field, with a proven track record of building ML systems that can accelerate our ability to scale our conversational AI initiatives. You Will - Lead the end-to-end delivery of multiple ML initiatives, from planning and design through rollout, documentation, and long-term maintenance - Partner strategically with risk, product, engineering, design, and operations leaders to define and drive long term ML roadmaps, informed by domain expertise and industry trends - Guide the team's direction, identifying new ML/AI opportunities and advising leadership on strategic tradeoffs and opportunities - Drive R&D efforts exploring next-generation chatbot architectures using LLMs, RAG, fine-tuning, and real-time inference - Design, deploy, and maintain ML models powering conversational agents including support chatbots across Cash App, Square, and other Block products - Develop ML-powered tools and real time recommendation systems that enhance support agent effectiveness and customer outcomes - Act as the technical representative for your team's systems and programs, clearly communicating work and results to stakeholders, cross-functional partners, and external audiences You Have - 10+ years of experience in machine learning, applied AI, or product ML roles, with deep technical expertise - Demonstrated leadership capabilities, with the ability to influence and align cross-functional teams while directly shaping the work of peers through communication, context sharing, and technical guidance - A track record of delivering organizational wide impact, shaping systems, frameworks, or initiatives that raise the bar across multiple teams or functions - Proven ability to ship end to end ML features from problem framing through deployment and long-term maintenance - Demonstrated experience with language models, dialog systems, or generative AI in production - Strong foundation in NLP, deep learning, or ML infrastructure best practices. - Excellent communication skills, with the ability to represent the team's work to leadership and stakeholders - Enthusiasm for R&D and pushing the boundaries of applied AI to transform conversational systems Technologies We Use and Teach - Python, PyTorch, TensorFlow, or JAX We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page . Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information. Zone A: $276,800 - $415,200 USD Zone B: $276,800 - $415,200 USD Zone C: $276,800 - $415,200 USD Zone D: $276,800 - $415,200 USD Application Guidelines Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed. Use of AI in Our Hiring Process We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws. Contact us here with hiring practice or data usage questions. Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block. Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.

• Document, standardize, and continuously improve case management workflows across PAC, CIC, and M&D product lines • Identify process gaps, redundancies, and friction points across the support lifecycle and drive resolution • Develop and maintain standard operating procedures (SOPs) and operational playbooks • Lead process harmonization efforts across product lines where feasible • Own the design and formalization of NAM Tech Support KPI reporting across daily, monthly, and quarterly cadences • Build and maintain dashboards covering case volume and trends, SLA and response time compliance, call data, CSAT survey results, and cost metrics • Consolidate data from multiple systems — Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot — into coherent, leadership-ready reporting • Transition the function away from manual, inconsistent data pulls toward structured and repeatable reporting infrastructure • Serve as the NAM operational point of contact for Tech Support systems including Salesforce, SAP, AWS Connect, Teleassist/Live Voice, and Gridbot • Monitor system performance, identify issues, and quarterback resolution in coordination with IT and global system owners • Partner with the global IT and systems owner to represent NAM Tech Support requirements in system improvements and configurations • Act as the primary operational liaison between Customer Technical Support and adjacent functions including IT, HR, Finance, Supply Chain, Inside Sales, and Field Service • Represent Tech Support operational needs in cross-functional discussions and projects • Support the NAM Tech Support Senior Leader in preparing business cases, operational reviews, and leadership reporting • Own the Tech Support NAM knowledge base — maintaining, organizing, and governing operational documentation • Develop and maintain onboarding materials for new Tech Support team members across all product lines • Ensure process documentation remains current as workflows, tools, and team structures evolve