Machine Learning Engineer, GAI Search Platform

About the role

This position centers on the conception, implementation, and meticulous refinement of search-driven question answering architectures that fuse classical information retrieval techniques with cutting-edge generative AI methodologies. The successful candidate will own the technical integrity of the search platform, ensuring that enterprise-grade needs for accuracy, privacy, and security are met without compromise. You will architect scalable solutions that empower business units to deliver instant, reliable intelligence from complex internal and external data sources. This role demands a balance of rigorous engineering discipline and creative problem-solving to navigate the evolving landscape of large language models. You will act as a key contributor within the GenAI Search Platform team, translating ambiguous product requirements into robust, production-ready search systems. The work involves close collaboration across disciplines to define the technical roadmap for search relevance and performance. Ultimately, your contributions will directly shape the user experience for thousands of enterprise customers seeking instant answers.

Key facts

What you'll do

• Architect and deploy search platform capabilities powered by LLM-enabled generative AI to accelerate the development of intelligent applications.
• Design and implement sophisticated evaluation frameworks and quantitative methodologies to rigorously assess search model performance against enterprise privacy and security benchmarks.
• Partner deeply with ranking specialists, product managers, design thinkers, infrastructure engineers, and data scientists to elevate the overall quality and readiness of enterprise search.
• Provide enablement and tooling that allow product teams to rapidly prototype, deploy, and iterate on search ranking enhancements while adhering to strict scalability and quality gates.
• Conduct thorough analysis of search logs and user interaction data to identify systemic gaps and drive iterative improvements in retrieval accuracy.
• Develop and maintain core components of the search infrastructure, optimizing for latency, throughput, and resilience in a high-availability environment.
• Champion best practices in machine learning engineering, ensuring that models are maintainable, observable, and performant at scale.
• Contribute to the definition of technical standards and documentation that ensure consistency and efficiency across the platform team.
• Evaluate and integrate emerging techniques from the research community to solve practical enterprise search challenges.
• Act as a technical liaison between engineering and business stakeholders to ensure alignment on priorities and outcomes.

Requirements

• Bring a minimum of 3 years of professional engineering experience to the role, demonstrating a track record of delivering complex software solutions.
• Possess direct, hands-on experience in search platform domains, including information retrieval, search ranking, recommendation systems, or question answering systems.
• Hold an academic or professional background in machine learning, natural language understanding, information retrieval, or text processing from a degree program.
• Exhibit a proven ability to partner effectively with product, engineering, and customer success teams to define, design, and deliver technical solutions.
• Demonstrate strong written and verbal communication skills to articulate technical concepts to both technical and non-technical audiences.
• Show a disciplined approach to coding, testing, and debugging within a collaborative team environment.
• Maintain a solid understanding of software engineering fundamentals, including version control, testing, and code review practices.
• Commit to adhering to company policies, security protocols, and professional standards in all aspects of work.

Nice to have

• Hands-on experience with large language models, retrieval augmented generation (RAG) architectures, and agentic workflow patterns.
• Demonstrated proficiency in Python, particularly through contributions to mature libraries or engagement with open-source projects.
• Familiarity with Golang and its application in building high-performance backend systems.

Skills & tools

• Machine Learning
• Information Retrieval
• Natural Language Understanding
• LLMs
• Python
• Golang (optional)

Practical notes

• Base salary range is $139,700 to $216,500, plus equity, incentive compensation, and benefits.
• Benefits include health plans, 401(k) with company match, ESPP, matching donations, flexible time off, and family leave.
• Employment is subject to export control regulations; roles requiring access to controlled technology may necessitate government export license approval.
• ServiceNow is an equal opportunity employer. Candidates needing application accommodations may contact globaltalentss@servicenow.com.
• Work location and persona (flexible, remote, or in-office) are determined based on the nature of the role and proximity to a company office.