About the Company
Airbnb is a global platform connecting guests with hosts for stays and experiences. For this role, the important point is that Airbnb uses Machine Learning and AI across many areas, including customer support. The team you would join works on AI systems that help customers and hosts get support more quickly and effectively.
About the Role
Job: Machine Learning Engineer — Customer Support Engineering. The main goal is to build AI/ML systems for Airbnb's customer service. You would work on things such as:
- Chat AI assistants — AI that can communicate with customers.
- Voice AI assistants — AI-powered customer support through voice.
- Agentic AI — AI agents that can plan tasks, use tools, remember information, and take actions.
- RAG/Search — allowing an AI model to retrieve relevant information before answering.
- LLM evaluation — testing whether AI responses are accurate, useful, safe, and reliable.
- Fine-tuning — adapting large language models to Airbnb-specific tasks.
- Production ML systems — taking AI models from experiments into real products used at scale.
A major part of the job is taking an AI idea from concept → development → production.
Responsibilities
- Champion the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems.
- Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products.
- Learn and share the latest AI/ML technologies with the team.
Qualifications
- PhD or Master's degree w/ 6+ YOE in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field — or equivalent industry experience.
Required Skills
- Hands-on expertise in LLM, 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 (e.g., ReAct, LangGraph, AutoGen, or similar).
- Experience of shipping production-grade ML/AI systems at scale, with deep understanding of ML infrastructure, model serving, and MLOps best practices.
- Excellent communication skills with the ability to collaborate effectively across Engineering, Product, and Design organizations.
Preferred Skills
- Experience with multi-agent systems, tool use, planning, memory and reasoning.
- Knowledge of ML infrastructure, model serving and MLOps.
Pay range and compensation package
This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
Equal Opportunity Statement
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.