Machine Learning Engineer, Customer Support Engineering
Core
Build and leverage cutting-edge Agentic AI technologies to transform Airbnb's customer service by delivering personalized, easy-to-use, and proactive customer service experiences.
Role type
Senior IC Machine Learning Engineer (Agentic AI / LLM)
Builds
Chat AI assistant, Voice AI Assistant, and scalable AI models for customer support
Domain
Travel / Hospitality / Customer Support
Deliverable
production ML models
Required skills
LLM fine-tuning (SFT, RLHF, GRPO), Agentic AI systems (multi-agent orchestration, tool-use, planning, memory), RAG architectures, LLM evaluation frameworks, MLOps, model serving
Preferred skills
None stated
Technologies
LangGraph, AutoGen, ReAct, SFT, RLHF, GRPO, RAG
Responsibilities
Champion development of novel ML systems and product integrations to solve real-world problems; Work cross-functionally with product, design, and engineering to design efficient AI solutions; Learn and share the latest AI/ML technologies with the team
Seniority
Senior, hands-on IC
