Senior Staff Machine Learning Engineer – Foundation | Community Support Engineering

Details

Airbnb’s Community Support Engineering (CSE) team is transforming global support by building AI-augmented systems that deliver timely, personalized, and always-on support experiences. The CS Foundations Engineering (CSFE) team builds platforms, reusable systems, and developer-facing infrastructure that enable agents and engineers to deliver high-quality support at scale.

Responsibilities

• Drive the design, development, productionization, and operation of ML models and pipelines (batch and real-time) for product, business, and operational use cases.
• Work with large-scale structured and unstructured data to explore, experiment, and continuously improve models and pipelines.
• Design scalable AI workflow orchestration to power agent co-pilot tools and intelligent response automation.
• Build unified, platform-native case management (AirCase) integrated via Viaduct APIs and replace legacy CRM systems.
• Modernize delivery systems (Delivery Management Console) to provide AI-powered real-time performance insights, outlier detection, and agent coaching tools.
• Deliver AI-driven routing/matching capabilities to match incoming customer contacts to the best agents.
• Collaborate with cross-functional partners (PMs, operations, data scientists) to identify opportunities for business impact and prioritize ML requirements.
• Mentor engineers, elevate ML application practices across teams, and provide architectural leadership for ML infrastructure and platforms.

Requirements

Minimum Qualifications

• PhD in Computer Science, Mathematics, Statistics, or a related technical field.
• 10+ years of experience building, testing, and shipping AI models and products from inception to production, including 2+ years with Generative AI.
• 10+ years of leadership experience guiding ML and AI projects as a senior individual contributor.
• Deep knowledge and hands-on experience with ML best practices (e.g., training/serving skew minimization, feature engineering, feature/model selection).
• Strong familiarity with algorithms and domains including neural networks / deep learning, optimization, NLP, computer vision, personalization, search & recommendation, marketplace optimization, and anomaly detection.
• Experience developing and operating ML systems that enable fast model development, low-latency serving, and model quality upkeep.
• Experience with building robust testing frameworks for agent behavior validation and driving architectural requirements for ML infrastructure.

Preferred Qualifications

• Experience with agentic and automation solutions and frameworks.
• Familiarity with the full AI product development lifecycle from incubation to production at scale, applying agile practices in Applied AI/ML.

A Typical Day

• Explore and model large-scale structured and unstructured datasets.
• Prototype, productionize, and operate models and pipelines for batch and real-time use cases.
• Collaborate with partners across product, operations, and data science to refine requirements and drive engineering decisions.
• Leverage third-party and in-house ML tools and infrastructure to build reusable, high-performing ML systems.
• Mentor and guide engineers to apply ML/AI in their solutions and validate ideas.

Location & Work Policy

• This position is US — Remote Eligible. Occasional in-office work or offsite attendance may be required as agreed with your manager.
• Candidates must live in a US state where Airbnb Payments, Inc. is registered; approved states are listed in the posting and subject to change.

Compensation & Benefits

• Base pay range: $244,000 — $305,000 USD per year. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion

Airbnb is committed to inclusion and belonging and encourages applications from diverse candidates. Reasonable accommodations are available for candidates with disabilities during the application and interview process (contact [email protected]).