Senior Machine Learning Engineer (NLP/LLMs)

Location: Poland – 100% remote or hybrid from one of our offices in Szczecin or Warsaw
Contract: B2B or UoP
Salary: 23.000-33.000 PLN/month (B2B) or 19.000-27.000 PLN gross/month (UoP)

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful. Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too!

A few facts about us:

• Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1

• We are among the Top 50 AI and Customer Service Products in G2’s Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• Our ML team was among the first in the world to launch an AI agent - (Lyro) for customer service! 🌍

• Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.

• Currently, we hire over 150 fantastic people.

Want to know more about our ML Team?

At Tidio, we believe that AI will transform how businesses engage with their customers. As a leading provider of conversational chatbot solutions, we are at the forefront of this revolution. That's why we are looking for an exceptionally talented Senior Machine Learning Engineer to join our small but mighty Machine Learning team.

By joining the ML team as a Senior Machine Learning Engineer, you will become a crucial member of our 9-person team and help us push the boundaries of conversational AI. You will work closely with our talented engineers and product leaders to ideate, build, and refine industry-leading NLP models and algorithms that power our platform. This is a unique opportunity to turn your passion for machine learning into world-class products that deliver real value to the customers. You will provide state-of-the-art conversational AI products on a global level, reaching millions of consumers.

It is worth adding that we received a 10 million PLN grant to fine-tune generative open-source models on our data.

As a Senior Machine Learning Engineer, you will:
Work on Lyro, our advanced RAG AI Agent built on the newest Claude and Gemini models. Lyro is a sophisticated conversational AI that can use:

• custom tools

• follow complex, multi-step, user-defined Guidance

• access products (native Shopify integration + in-house system to ingest products from any other source)

• access company policies

• continuously learns from company data and conversations.

Projects you could work on:

• Ticket-Optimized Lyro – Further develop Lyro for automated customer support ticket handling and resolution

• Lyro AI bundle - Build a suite of AI-powered tools that help users configure, analyze, and get more out of Lyro

• Multi-Agent Workflow Systems – Build agent orchestration for complex, step-by-step procedure execution with tracking and verification

• Agentic Product Intelligence – Develop advanced product search, comparison, and recommendation capabilities (e.g., "Compare your cheapest vs. most expensive products", "Find similar items to this one")

• Knowledge Base Management AI – Create ML systems to detect contradictions, identify outdated information, flag duplicates, and maintain knowledge quality at scale

• AI Onboarding Assistant – Build an internal AI agent that helps users discover Tidio features and configure Lyro

• Context Optimization Engine – Design intelligent systems to dynamically determine which data sources, guidelines, and tools the LLM should access based on conversation context, optimized for scale

You are the perfect fit, if you:

• Have 4+ years of experience building end-to-end NLP and deep learning models in production environments, including hands-on experience developing production systems that leverage LLMs (e.g., Claude, GPT, Gemini) to interact with real users

• Have expert knowledge of Python

• Have hands-on experience with asynchronous Python and REST API services (FastAPI, Flask)

• Demonstrate a solid understanding of ML concepts, with experience evaluating, versioning, and managing models and prompts in production

• Have strong software engineering skills and experience deploying models to production

• Have a strong passion and drive for self-development – following the latest trends and publications in the field of your specialization on an ongoing basis

• Have a team-player mindset

• Can communicate in English fluently

• At this point, asking about ownership, communication, and problem-solving skills seems like a rhetorical question, right?

You will earn extra points for:

• experience with PyTorch/huggingface and common ML frameworks

• MLOps experience

We would like to offer you:

• Salary: 23 000 - 33 000 PLN net (B2B) or 19 000 -  27 000 gross on a contract of employment

• Work with an experienced team that continually shares knowledge and is not afraid of testing new solutions

• Remote-first work with flexible hours

• Possibility to use one of our offices in Poland or book a coworking space in your city

• Great development opportunities – company-supported courses and conferences

• 26 days off guaranteed in a year

• Individual work tools - MacBook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs!

• Sport & wellness benefit 

• Private medical care 

• Mental well-being program – individual therapy sessions and resources for employees

• Free access to one of the most popular e-book/audiobook services

• Regular social events (company-wide offsites, team events)

• Budget for 1:1 English language classes

What happens when you send your CV?

• Screening call with a Recruiter [1h]

• Call with a ML Lead [1h]

• A recruitment assignment

• Technical call with the Machine Learning Team (feedback on the task with additional questions) [1,5h]

• Offer and fireworks! 🎉

Diversity Statement

One of Tidio’s core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.