Machine Learning Engineer, Customer Support Engineering

Details

Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. The Core ML team in Community Support is responsible for adopting Agentic AI technologies to enable an intelligent, scalable and exceptional customer service experience. The team builds the Chat AI assistant, Voice AI Assistant and other CS-focused AI systems, exploring state-of-the-art agentic architectures, developing and enhancing AI models and ML services, and leveraging techniques such as SFT, reinforcement learning, distillation, RAG/Search, LLM evaluation and testing automation, feedback-based learning and guardrails.

Responsibilities

• Champion the development of novel ML systems, product integrations, and performance optimizations to solve real-world customer support problems
• Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb customer service products
• Learn and share the latest AI/ML technologies with the team
• Shape initiatives from early conceptual stages to production-quality systems

Requirements

• PhD or Master's degree with 3+ years of experience in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field — or equivalent industry experience
• Hands-on expertise with Large Language Models (LLMs), including pretraining and 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 (examples: ReAct, LangGraph, AutoGen)
• Experience shipping production-grade ML/AI systems at scale, with a deep understanding of ML infrastructure, model serving, and MLOps best practices
• Experience with techniques such as distillation, search/RAG, reinforcement learning, LLM evaluation and testing automation, feedback-based learning, and guardrails
• Excellent communication skills and ability to collaborate across Engineering, Product, and Design

Location

• This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with your manager. You must live in a state where Airbnb, Inc. has a registered entity. If employed by another Airbnb entity, your recruiter will inform you of eligible states.

Compensation & Other

• Base pay range: $162,000—$186,000 USD
• This role may be eligible for bonus, equity, benefits, and Employee Travel Credits. The actual base pay depends on factors like training, transferable skills, work experience, business needs and market demands.

Inclusion & Accessibility

• Airbnb encourages applications from diverse candidates. If you require a disability accommodation to submit an application, contact [email protected] with your name, the role, and needed accommodation.