Staff Machine Learning Engineer, Community Support Engineering
Core
Building and leveraging cutting-edge AI technologies to transform Airbnb's customer service by delivering personalized, easy-to-use, and proactive customer service experiences.
Role type
Staff Machine Learning Engineer (Generative AI / Customer Support)
Builds
Intelligent, scalable, and exceptional service experiences for Airbnb guests and hosts using Generative AI.
Domain
Travel marketplace / Customer Support / Generative AI
Deliverable
production ML models
Required skills
Large-scale ML system design and development, LLM fine-tuning and optimization, RAG/Search implementation, LLM evaluation and testing automation, feedback-based learning, guardrail design, ownership of large-scale software systems
Preferred skills
Experience with LLM-driven chatbot and Agentic AI products
Technologies
LLMs, RAG, Search, Generative AI
Responsibilities
Envision, champion, and support 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.
Seniority
Staff, hands-on IC with strategic influence
