Senior Machine Learning Engineer, Customer Support Engineering

ABOUT THE ROLE As a Senior Machine Learning Engineer in Customer Support Engineering at Airbnb, you will be part of a team that is revolutionizing the customer service experience through the adoption of cutting-edge Agentic AI technologies. With a focus on developing intelligent, scalable, and exceptional customer service solutions, you will play a key role in shaping the future of Airbnb's product. WHAT YOU'LL DO You will be responsible for developing and enhancing various AI models, ML services, and leveraging tools to enable a wide range of applications in Airbnb. Your expertise will be applied to building and leveraging cutting-edge AI technologies, including Chat AI assistants, Voice AI assistants, and Human agent assistants. You will also be expected to stay up-to-date with the latest advancements in Machine Learning and Artificial Intelligence, and to explore new and innovative ways to apply these technologies to improve the customer experience. WHAT YOU'LL NEED To be successful in this role, you will need to have a strong background in Machine Learning and Artificial Intelligence, with a proven track record of developing and deploying AI models and services at scale. You should be familiar with a range of ML frameworks and tools, including SFT, Reinforcement learning, Distillation, RAG/Search, LLM evaluation, and testing automation. Excellent problem-solving skills, a strong understanding of software engineering principles, and the ability to work collaboratively in a fast-paced environment are also essential. WHY REMOTE As a remote employee at Airbnb, you will have the flexibility to work from anywhere in the world, while still being part of a global team that is shaping the future of travel and hospitality. You will have the opportunity to work on complex and challenging problems, and to make a real impact on the customer experience. BENEFITS Airbnb offers a comprehensive benefits package, including a competitive salary, flexible schedule, health plan, parental leave, education stipend, and life insurance. You will also have access to a range of professional development opportunities, including training, mentorship, and career advancement programs.