Senior Machine Learning Engineer, Customer Support Engineering

Airbnb

7d•$196,000 - $227,000•Remote

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 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, voice, and human agents. The team actively explores state-of-the-art Agentic architectures, develops and enhances AI models and ML services, and utilizes tools such as SFT, Reinforcement learning, Distillation, RAG/Search, LLM evaluation, testing automation, feedback-based learning, and guardrails for various applications within Airbnb.

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.