AI Engineer, Integrated Knowledge Management
As an AI Engineer on the Integrated Knowledge Management team at Airbnb, you will be responsible for building the next-generation Retrieval-Augmented Generation (RAG) platform and AI-powered support surfaces. This role involves collaborating with cross-functional teams to design and implement end-to-end AI solutions to enhance Airbnb's customer service experience.
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.
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.
Posted June 2, 2026