Machine Learning Engineer, CX Intelligence

ABOUT THE ROLE We're looking for a highly skilled Machine Learning Engineer to join the CX Intelligence Engineering team at Coinbase. As a remote-first company, you'll have the opportunity to work with a talented team of engineers and contribute to the development of cutting-edge technology that powers Coinbase's customer support workflows. If you're passionate about building the future of finance and are ready to push past your limits, this is the role for you. WHAT YOU'LL DO As a Machine Learning Engineer on this team, you'll design and scale agentic systems that automate complex customer support procedures end-to-end. Your responsibilities will include: Architecting multi-agent systems using advanced orchestration frameworks to automate complex customer support procedures end-to-end. Building and scaling integrations using Model Context Protocol to connect LLMs with internal Coinbase APIs, databases, and third-party tooling. Developing automated "LLM-as-a-judge" evaluation pipelines to monitor, measure, and improve the performance of non-deterministic AI agents in production. Implementing RAG, fine-tuning, and prompt engineering techniques to ensure chatbot responses are grounded, accurate, and compliant with Coinbase policies. Shipping production-ready Python services that are resilient, low-latency, and capable of handling Coinbase-scale traffic across asynchronous microservices. Partnering with Conversation Design and Product to translate complex business logic into executable agent procedures within the decentralized architecture. WHAT YOU'LL NEED To be successful in this role, you'll need to have: At least 3 years of experience building and scaling ML/AI systems in production, with demonstrated experience implementing agentic "Loop" or "ReAct" based systems where AI takes actions autonomously. A deep understanding of the LLM lifecycle, including context window management, token optimization, structured output parsing, and multi-agent orchestration frameworks. Strong proficiency in Python, with hands-on experience in microservices architecture, asynchronous programming, high-throughput APIs, and vector databases. The ability to explain model behaviors and technical trade-offs to non-technical stakeholders across CX, Legal, and Product teams. Experience utilizing generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. WHY REMOTE Coinbase is a remote-first company, but not remote-only. As a member of our team, you'll have the opportunity to work from anywhere and collaborate with colleagues from around the world. We also hold quarterly in-person working sessions called "surges," where you'll have the chance to connect with your team in person and work on high-impact projects. BENEFITS Coinbase offers a competitive salary, as well as equity and bonus eligibility. We also offer a range of benefits, including medical, dental, and vision coverage. The target annual base salary for this position is R$347,900 BRL.