Senior Machine Learning Engineer, Customer Support Engineering

Airbnb is a leading platform for unique stays and experiences, and they are seeking a Senior Machine Learning Engineer for their Customer Support Engineering team. This role involves developing AI technologies to enhance customer service, focusing on building intelligent solutions and collaborating with cross-functional teams.

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

Requirements:

• PhD or Master's degree w/ 6+ YOE in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field — or equivalent industry experience
• 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