Machine Learning Engineer, Community Support Engineering
This role involves building and leveraging cutting-edge AI technologies to transform Airbnb’s customer service, focusing on Generative AI, LLMs, and RAG for personalized and proactive experiences. The position requires a strong background in ML engineering, experience with large-scale systems, and fluency in both English and Mandarin to drive innovation from concept to production.
Airbnb was founded in 2007 and has grown to over 5 million hosts and 2 billion guest arrivals globally. The company heavily relies on Machine Learning and Artificial Intelligence to enhance experiences across various functions, including Trust, Payments, Customer Service, and Marketing.
The Community Support Products (CSP) Machine Learning team is central to driving CSxAI initiatives. This team leverages Generative AI technologies to create an intelligent, scalable, and exceptional service experience. They develop and enhance AI models, ML services, and tools, focusing on LLM fine-tuning and optimization, RAG/Search, LLM evaluation and testing automation, feedback-based learning, and guardrails for a wide range of applications.
Given the richness of Airbnb's data, the complexity of its marketplace, and the variety of its product offerings, the company operates at the forefront of AI practice. Airbnb is committed to long-term innovation and seeks top experts in ML and AI to solve complex challenges.
You will be instrumental in leveraging cutting-edge AI technologies to transform Airbnb’s customer service, delivering personalized, easy-to-use, and proactive customer service experiences. Many initiatives you will undertake are in their early conceptual stages, offering you the opportunity to shape ideas from inception to production, turning visionary concepts into impactful realities.
Posted June 8, 2026