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Senior Machine Learning Engineer, Customer Support Engineering
Full-time
Airbnb's ML team in Community Support is responsible for adopting Agentic AI technologies to enable an intelligent, scalable customer service experience. The team develops the Chat AI assistant, Voice AI Assistant, and Human agent Assistant, exploring state-of-the-art agentic architecture across SFT, reinforcement learning, distillation, RAG/search, and LLM evaluation.
A typical day
Champion the development of novel ML systems, product integrations, and performance optimizations for 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 6+ years in Computer Science, ML, AI, or a related field, or equivalent industry experience.
Hands-on expertise in LLMs: pretraining, fine-tuning (SFT, RLHF, GRPO), prompt engineering, RAG, and LLM evaluation.
Experience building Agentic AI systems, including multi-agent orchestration, tool-use, planning, and memory (ReAct, LangGraph, AutoGen, or similar).
Experience shipping production-grade ML/AI systems at scale with strong ML infrastructure and MLOps practices.
