Machine Learning Engineer, Customer Support Engineering

About this role

Join Airbnb's Core ML team to build next-generation AI-powered customer service solutions using agentic AI architectures. You'll develop chat and voice AI assistants while working on cutting-edge ML technologies to transform how Airbnb supports guests and hosts globally.

What you'll do

• Develop novel ML systems and AI solutions for customer support products
• Build and optimize agentic AI systems including multi-agent orchestration and autonomous reasoning pipelines
• Collaborate cross-functionally with product, design, and engineering teams on AI integrations
• Ship production-grade ML/AI systems at scale with focus on infrastructure and MLOps
• Implement LLM fine-tuning, RAG architectures, and evaluation frameworks
• Research and share latest AI/ML technologies with the team

What they're looking for

• Large Language Models (LLMs) and prompt engineering
• Agentic AI systems (ReAct, LangGraph, AutoGen)
• Fine-tuning techniques (SFT, RLHF, GRPO)
• RAG architectures and LLM evaluation
• ML infrastructure and model serving
• MLOps and production ML deployment
• Cross-functional collaboration and communication
• Python and ML frameworks

Benefits

• Remote-eligible position (US-based)
• Work on cutting-edge AI technologies
• Opportunity to shape projects from conception to production
• Collaborative environment with product and design teams
• Access to latest AI/ML innovations
• Inclusive workplace culture