AI Engineer, Integrated Knowledge Management

About the Role

Providing world class customer service for our community of guests and hosts is a critical mission for Airbnb. This area has unprecedented scale and complexity, where the efficiency and reliability of customer service technology directly translate into competitive advantage, brand loyalty, and the business's bottom line. The Integrated Knowledge Management team, part of Airbnb’s Community Support Engineering, is foundational to creating the best customer service experience for our community of hosts and guests. The team is responsible for building robust and scalable platforms that enable Airbnb’s content and knowledge to be leveraged across internal and external users, and to serve as the authoritative knowledge source for AI-powered applications and support surfaces.

The Difference You Will Make

As an AI Engineer on the Integrated Knowledge Management team, you will help build out our next-generation Retrieval-Augmented Generation (RAG) platform and AI-powered support surfaces such as the Help Center. You will be deeply involved in building highly available and scalable services in close collaboration with engineering, ML/AI, product, content, data science and operations teams to meet the ever-evolving needs of Airbnb’s Community Support Engineering group. Many problems exist in this domain including expanding our RAG systems to support new knowledge and solution sources, building the capabilities required for Airbnb’s expanding suite of AI-powered contextual in-product support applications, and implementing ways to improve velocity around experimentation and evaluation.

A Typical Day

• Collaborate with global cross-functional working groups (frontend/backend/ML engineers, design, product and operational teams) to design and build end-to-end AI powered product solutions to improve Airbnb’s customer service experience.
• Use AI tooling to analyze data, build hypotheses, experiment, learn and iterate to improve the Integrated Knowledge Management services.
• Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency.
• Advocate and participate in efforts to advance Airbnb’s engineering processes, technical foundations, and AI tooling.

Your Expertise

• 3+ years of industry experience directly contributing to the design, implementation, evaluation, and operation of AI-powered applications.
• Strong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python).
• Proven track record of delivering AI-powered backend solutions in a collaborative environment, from ideation and planning to implementation and launch.
• Experience with architectural patterns of large-scale systems, including well-designed APIs, high-volume data pipelines, and efficient algorithms.
• Demonstrated ability to make data-driven decisions, articulate technical trade-offs, and communicate effectively with cross-functional partners.
• BS, MS or PhD in Computer Science or related field.
• Ability to communicate proficiently in English in a professional setting.
• Nice to have: Recent industry experience building Retrieval-Augmented Generation (RAG) systems, search, retrieval and ranking systems to power end-to-end AI-powered products, or Agentic Systems.