Senior Machine Learning Engineer, Customer Support Engineering
Core
Building and leveraging cutting-edge Agentic AI technologies to transform Airbnb's customer service by delivering personalized, easy-to-use, and proactive customer service experiences via Chat AI and Voice AI assistants.
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 / Generative AI
Deliverable
production ML models
Required skills
LLM pretraining and fine-tuning (SFT, RLHF, GRPO), prompt engineering, RAG architectures, Agentic AI system design (multi-agent orchestration, tool-use, planning, memory, autonomous reasoning), production-grade ML/AI system shipping, MLOps, model serving
Preferred skills
Experience with LangGraph, AutoGen, ReAct patterns, LLM evaluation frameworks
Technologies
SFT, Reinforcement learning, Distillation, RAG/Search, LLM evaluation, LangGraph, AutoGen
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 and build efficient AI solutions; Learn and share the latest AI/ML technologies with the team
Seniority
Senior, hands-on IC