Senior Machine Learning Engineer, Customer Support Engineering
About The Position
Machine Learning and Artificial Intelligence are central to Airbnb's product, impacting areas from Trust and Payments to Customer Service and Marketing. The Core ML team within Community Support focuses on adopting Agentic AI technologies to create an intelligent, scalable, and exceptional customer service experience. This involves developing AI assistants for chat and voice, exploring state-of-the-art Agentic architectures, and enhancing AI models and ML services. The team utilizes tools such as SFT, Reinforcement Learning, Distillation, RAG/Search, LLM evaluation, testing automation, feedback-based learning, and guardrails for various applications. The role offers the opportunity to transform Airbnb's customer service by building and leveraging cutting-edge AI technologies to deliver personalized, easy-to-use, and proactive customer service experiences. Many initiatives are in their early stages, providing a chance to shape ideas from inception to production and turn visionary concepts into impactful realities.
Requirements
- PhD or Master's degree with 6+ YOE in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field — or equivalent industry experience.
- Hands-on expertise in LLM, including pretraining, fine-tuning (SFT, RLHF, GRPO), prompt engineering, RAG architectures, and LLM evaluation frameworks.
- Experience building Agentic AI systems — including multi-agent orchestration, tool-use, planning, memory, and autonomous reasoning pipelines (e.g., ReAct, LangGraph, AutoGen, or similar).
- Experience of shipping production-grade ML/AI systems at scale, with deep understanding of ML infrastructure, model serving, and MLOps best practices.
- Excellent communication skills with the ability to collaborate effectively across Engineering, Product, and Design organizations.
Responsibilities
- Champion the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems.
- Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products.
- Learn and share the latest AI/ML technologies with the team.
Benefits
- bonus
- equity
- benefits
- Employee Travel Credits
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Ph.D. or professional degree
