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Machine Learning Engineer, Customer Support Engineering
Full-time
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 develops the Chat AI Assistant, Voice AI Assistant, and more, leveraging SFT, reinforcement learning, distillation, RAG/Search, LLM evaluation, feedback-based learning, and guardrails.
A Typical Day
Champion the development of novel ML systems, product integrations, and performance optimisations to solve real-world problems.
Work cross-functionally with product, design, and engineering to design and build efficient AI solutions for Airbnb CS products.
Learn and share the latest AI/ML technologies with the team.
Your Expertise
PhD or Master's with 3+ years of experience in Computer Science, Machine Learning, AI, or related field, or equivalent industry experience.
Hands-on expertise in LLMs 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 (ReAct, LangGraph, AutoGen, or similar).
Experience shipping production-grade ML/AI systems at scale, with deep understanding of ML infrastructure, model serving, and MLOps.
