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Senior Machine Learning Engineer, Customer Support Engineering

2 months, 2 weeks ago
United States
Full-time
Senior
Machine Learning Engineer
Software Development
LLM Machine Learning MLOps React
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 45

Description

  • Develop novel machine learning systems, product integrations, and performance optimizations to solve real-world customer service problems.
  • Work with product, design, and engineering partners to design and build efficient AI solutions for Airbnb customer support products.
  • Build and enhance Chat AI Assistant, Voice AI Assistant, and related AI-powered support experiences.
  • Explore and apply state-of-the-art agentic AI architectures and ML techniques across Airbnb use cases.
  • Develop and improve AI models, ML services, and supporting evaluation and testing automation.
  • Implement feedback-based learning and guardrails for AI applications.
  • Shape early-stage ideas from concept through production deployment.
  • Learn about and share the latest AI/ML technologies with the team.

Requirements

  • PhD or Master’s degree in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field, or equivalent industry experience.
  • 6+ years of experience in a relevant technical role.
  • Hands-on expertise with large language models, 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 such as ReAct, LangGraph, or AutoGen.
  • Experience shipping production-grade ML/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.
  • US-based remote eligibility, with the requirement to live in a state where Airbnb, Inc. has a registered entity.

Benefits

  • US remote-eligible role.
  • May include occasional work at an Airbnb office or attendance at offsites.
  • Base salary range of $196,000 to $227,000 USD.
  • Eligible for bonus.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.

Interested in this position?

Apply directly on the company website

Apply Now

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