Senior Machine Learning Engineer, Customer Support Engineering

at Airbnb

📍 United States

USD 196,000-227,000 per year

SENIOR

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 4 Agentic AI @ 4 Communication @ 6 Customer Support LLM @ 6 MLOps @ 7 Machine Learning @ 4 Prompt Engineering @ 6 RAG @ 6 React @ 4 Reinforcement Learning @ 6

Details

Airbnb's Machine Learning and Artificial Intelligence team in Community Support develops intelligent, scalable customer service experiences using Agentic AI technologies. The team works on Chat AI, Voice AI, and Human Agent Assistants, while exploring state-of-the-art agentic architectures and developing AI models and ML services for Airbnb's customer support products.

Responsibilities

Champion the development of novel machine learning systems, product integrations, and performance optimizations to solve real-world problems.
Work cross-functionally with Product, Design, and Engineering teams to design and build efficient AI solutions for Airbnb customer support products.
Build and leverage cutting-edge AI technologies to deliver personalized, easy-to-use, and proactive customer service experiences.
Shape initiatives from early conceptual stages through production and turn visionary concepts into impactful products.
Learn and share the latest AI and machine learning technologies with the team.

Requirements

PhD or Master's degree with 6+ 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, including pretraining, fine-tuning, supervised fine-tuning (SFT), reinforcement learning from human feedback (RLHF), Group Relative Policy Optimization (GRPO), prompt engineering, retrieval-augmented generation (RAG) architectures, and LLM evaluation frameworks.
Experience building Agentic AI systems, including multi-agent orchestration, tool use, planning, memory, and autonomous reasoning pipelines. Experience with ReAct, LangGraph, AutoGen, or similar technologies is relevant.
Experience shipping production-grade ML and AI systems at scale.
Deep understanding of ML infrastructure, model serving, and MLOps best practices.
Excellent communication skills and the ability to collaborate effectively across Engineering, Product, and Design organizations.

Location

This position is eligible for remote work in the United States. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Employees must live in a state where Airbnb, Inc. has a registered entity.

Compensation

The base pay range is $196,000–$227,000 USD. The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Accessibility

Airbnb is committed to working with the broadest talent pool possible and providing a disability-inclusive application and interview process. Reasonable accommodations are available for candidates with disabilities.