Staff Machine Learning Engineer - Community Support Engineering

Who you are

You have extensive experience in machine learning and artificial intelligence, with a strong focus on developing and optimizing AI models. Your background includes working with generative AI technologies, and you are skilled in fine-tuning large language models (LLMs) for various applications. You understand the complexities of customer support systems and are passionate about leveraging data to improve user experiences. You thrive in collaborative environments and are eager to contribute to innovative projects that push the boundaries of AI in customer service.

You possess a solid foundation in programming, particularly in Python, and are familiar with various machine learning frameworks and tools. Your analytical mindset allows you to evaluate model performance and implement feedback-based learning strategies effectively. You are committed to continuous learning and staying updated with the latest advancements in AI and machine learning practices.

Desirable

Experience with LLM evaluation and testing automation is a plus, as is familiarity with search and retrieval-augmented generation (RAG) techniques. You may also have a background in developing scalable machine learning services and tools that enhance customer interactions.

What you'll do

In this role, you will be a key member of the Community Support Products Machine Learning team at Airbnb, responsible for driving initiatives that integrate AI into customer support. You will develop and enhance various AI models and services, focusing on improving the overall service experience for both hosts and guests. Your work will involve fine-tuning LLMs and implementing innovative solutions that leverage generative AI technologies.

You will collaborate closely with cross-functional teams, including product managers and engineers, to identify opportunities for AI integration in customer support processes. Your contributions will help shape the future of how Airbnb utilizes machine learning to enhance user experiences and streamline operations. You will also be involved in evaluating the effectiveness of AI models and implementing improvements based on user feedback and performance metrics.

What we offer

Airbnb offers a competitive salary range of $204,000—$255,000 USD, along with potential bonuses and equity options. You will have the opportunity to work in a dynamic and innovative environment where your contributions directly impact the company's mission to provide exceptional service experiences. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds in our team.