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