Staff Machine Learning Engineer, Community Support Engineering
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 @ 9
Agentic AI @ 1
Communication @ 6
Customer Support @ 9
GenAI
Generative AI @ 9
LLM @ 1
Machine Learning @ 9
RAG
- 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.
Details
Airbnb’s Community Support Products Machine Learning team drives CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting generative AI technologies to enable intelligent, scalable, and exceptional customer service experiences. The team develops and enhances AI models, machine learning services, and tools, including LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning, and guardrails for a wide range of applications.
Responsibilities
- Envision, champion, and support 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 counterparts to design and build efficient AI solutions for Airbnb Community 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 new concepts into impactful products.
- Learn and share the latest AI and machine learning technologies with the team.
Requirements
- PhD or master’s degree, preferably in computer science, or equivalent experience.
- 9+ years of machine learning engineering experience, with ownership responsibility for large-scale software systems.
- Background in the design and development of AI and machine learning systems and services.
- Deep passion for building efficient and scalable machine-learning-powered products.
- Excellent communication skills and the ability to work effectively within a team and across engineering, product, and design organizations.
- Experience with LLM-driven chatbots and agentic AI products is a plus.
Location
This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Candidates must live in a state where Airbnb, Inc. has a registered entity.
Compensation
The base pay range is $212,000–$260,000 USD. The role may also be eligible for a bonus, equity, benefits, and Employee Travel Credits.
Inclusion and Accessibility
Airbnb is committed to working with the broadest talent pool possible and encourages all qualified individuals to apply. The company provides a disability-inclusive application and interview process and offers reasonable accommodations for candidates with disabilities.