Senior Machine Learning Engineer — Agentic AI for Customer Support at Airbnb (Remote US)

The Big Picture

ML and AI are at the heart of Airbnb — from Trust to Payments to Customer Service. The Community Support ML team is the group behind the Agentic AI revolution there: building the Chat AI assistant, the Voice AI assistant and the Human Agent assistant that deliver intelligent, scalable, exceptional customer service. If you've ever wanted to take agentic systems from concept to production at real scale, this is the team.

What You'll Do

• Champion novel ML systems, product integrations and performance optimizations that solve real customer-service problems
• Work cross-functionally with product, design and engineering to build efficient AI solutions end-to-end
• Learn, share and push the latest in agentic AI with the team — SFT, RLHF/GRPO, distillation, RAG/search, LLM evaluation and testing automation, feedback-based learning and guardrails
• Shape early-stage ideas from inception to production — many of the initiatives here are still in their conceptual phase, and you'll own the vision

Your Expertise

• PhD or Master's with 6+ years in CS, ML or AI — or equivalent industry experience
• Hands-on LLM depth: pretraining, fine-tuning (SFT, RLHF, GRPO), prompt engineering, RAG architectures and evaluation frameworks
• Experience building agentic systems: multi-agent orchestration, tool-use, planning, memory and autonomous reasoning (ReAct, LangGraph, AutoGen or similar)
• A track record of shipping production-grade ML/AI at scale, with real understanding of ML infrastructure, model serving and MLOps

Why Airbnb

Over 5 million hosts, 2 billion guest arrivals, and a science-first culture where customer experience is a step-function away from anything the industry has seen. Fully remote in the US.

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