Senior Machine Learning Engineer - User Journey

The Freemium R&D team oversees the entire user journey on Spotify and ensures we engage with people in innovative ways, every step of the way. Our team grows Spotify’s audience by finding future listeners around the world and delivering the right value to them, at the right time. With research, product development, product design, engineering, and marketing all collaborating in one organization, we’re able to quickly create meaningful features and services for millions of people around the world, resulting in joyful, long-lasting relationships with Spotify.
Part of the Freemium R&D mission, this team is the home of two key business platforms for Spotify: Commerce Platform and Customer Service Platform. We are looking for a Senior Engineer with experience in building platforms and internal products to join Customer Service Platform, a collection of 5 teams that are redefining how to make Customer Service Easy at Spotify, by providing our customers with the help that's easy to find, advisors with tools that are easy to use, and other product development teams with SDKs and APIs that are easy to integrate to our platform.
Our squad is a combination of Machine Learning Engineers, Data Engineers, Backend Engineers and Data Scientists. Our focus is improving the customer support experience on both sides (for both customers and advisors) by leveraging machine learning techniques such as natural language processing and large language models. If this sounds like something you would be interested in working on, please apply.

What You'll Do:

• Contribute to designing, building, evaluating, shipping, and refining Spotify’s customer support product by hands-on ML development.
• Collaborate with a multi-functional agile team spanning user research, design, data science, product management, and engineering to build new product features that advance our mission to connect artists and fans in personalized and relevant ways.
• Prototype new approaches and productionalize solutions at scale for our hundreds of millions of active users.
• Help drive optimization, testing, and tooling to improve quality.
• Be part of an active group of machine learning practitioners in your mission and across Spotify.

Who You Are:

• You have a strong background in machine learning, theory, and practice.
• You are comfortable explaining the intuition and assumptions behind ML concepts.
• You have hands-on experience implementing and maintaining production ML systems in Python, Scala, or similar languages. Experience with TensorFlow is also a plus.
• You are experienced with building data pipelines, and you are self-sufficient in getting the data you need to build and evaluate your models.
• You preferably have experience with cloud platforms like GCP or AWS.
• You care about agile software processes, data development, reliability, and focused experimentation.
• You love your customers even more than your code.

Where You'll Be:

• We are a distributed workforce enabling our band members to find a work mode that is best for them!
• Where in the world? For this role, it can be within the Americas region in which we have a work location
• We ask that our team members be located within Central Standard time zone, Eastern Standard time zone, or Brasília time zone for the purposes of our collaboration hours 
• Prefer an office to work from home instead? Not a problem! We have plenty of options for your working preferences. Find more information about our Work From Anywhere options here
• Working hours? We operate within the Eastern Standard time zone for collaboration

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service.