Staff Machine Learning Engineer, AI Applications, Berlin

Role Specifications

<gh-intro> <text> We are looking for a Staff Machine Learning Engineer, AI Applications to join Bolt's Customer Support Product team and lead the quality, learning, and knowledge foundations behind our AI automation stack. You will have the opportunity to shape how we evaluate and align LLM-based systems, improve knowledge quality and retrieval, and build the feedback loops that continuously improve customer support automation. If you are passionate about applied ML, retrieval and knowledge systems, and making AI products measurably better in production, this role will perfectly suit you. </text> </gh-intro> <gh-about-us> <title>About us</title> <text> With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people. We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability. Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission! </text> </gh-about-us> <gh-role-detail> <title>About the role</title> <text> As a Staff Machine Learning Engineer, you will operate at the intersection of advanced AI, knowledge systems, and Bolt's production support ecosystem, setting the technical direction for how we measure, improve, and scale AI quality across conversational experiences. You will help ensure our systems are accurate, helpful, grounded, and aligned with business and customer needs. This is a high-impact, high-scope role where you will define the quality and learning strategy behind our AI systems, partner closely with engineering, product, operations, and domain experts, and turn real-world support interactions into durable improvements across models, retrieval, and workflows. You will work closely with engineers and cross-functional partners building Bolt's AI automation stack, helping ensure our systems are not only scalable and reliable, but also grounded, aligned, and continuously improving in production. </text> </gh-role-detail> <gh-responsibilities> <title>Main tasks and responsibilities:</title> <bulletpoints> <point>Lead alignment of Customer Support AI system behaviour to Bolt's business goals, customer experience standards, and policy requirements, improving answer quality, consistency, grounding, and escalation behaviour..</point> <point>Build and scale knowledge mining capabilities that turn conversations, support tickets, workflows, policies, and operational data into reusable knowledge assets and improvement signals.</point> <point>Own the evaluation strategy for LLM-powered customer support systems, including offline benchmarks, golden datasets, human review workflows, online experimentation, and production quality metrics.</point> <point>Develop feedback loops that connect production failures and human corrections back into prompts, retrieval, ben

Stack & Technologies