Airbnb is looking to reimagine how support is delivered at a global scale by building intelligent, AI-augmented systems that provide timely, personalized, and always-on support experiences for their global community. The CS Foundations Engineering team powers this mission by delivering robust platforms, reusable systems, and developer-facing infrastructure to help agents deliver exceptional service, enable faster product iteration, and support Airbnb's mission.
Requirements
- Deep knowledge and hands-on experience with Machine Learning best practices (eg. training/serving skew minimization, feature engineering, feature/model selection), algorithms (eg. neural networks/deep learning, optimization) and domains (eg. NLP, computer vision, personalization, search and recommendation, marketplace optimization, anomaly detection).
- 10+ years of experience in building, testing and shipping AI models and products from inception to production.
- 2+ years of experience with GenAI.
- 10+ years experience leading and guiding machine learning and AI projects that deliver sizable impact as a senior IC.
- Experience with AI technologies in automating processes and developing agentic solutions and frameworks.
- Experience with the entire AI product development lifecycle from incubation to production at scale, following agile practices in the Applied AI/ML domain.
- Experience building robust testing frameworks for agent behavior validation and continuous improvement, and driving architectural requirements on ML infrastructures.
Responsibilities
- Developing AI-powered solutions to shape the future of the Airbnb customer experience with cutting-edge AI techniques.
- Brainstorming, designing and developing AI products and features from inception to production.
- Building a unified, platform-native case management system (AirCase), abstracted via Viaduct APIs and replacing legacy CRM systems.
- Designing scalable AI workflow orchestration to power agent co-pilot tools and intelligent response automation.
- Modernizing our Delivery Management Console (DMC) to include AI powered real-time performance insights, outlier detection, and agent coaching tools.
- Establishing shared data foundations to enable AI/ML solutions, feedback loops, and personalization across the support journey.
- Delivering next generating matching capabilities (Routing) so incoming customer contacts are matched to the best agents using AI and Intelligence to deliver personalized and differentiated support experiences.
Other
- At Airbnb, we’re reimagining how support is delivered at a global scale.
- The Community Support Engineering (CSE) team is leading a multi-year transformation—building intelligent, AI-augmented systems that provide timely, personalized, and always-on support experiences for our global community.
- The CS Foundations Engineering (CSFE) team powers this mission by delivering robust platforms, reusable systems, and developer-facing infrastructure.
- Our tools help agents deliver exceptional service, enable faster product iteration, and support Airbnb’s mission to create a world where anyone can belong anywhere—with help that’s just a moment away.
- As a machine learning engineer or scientist, your expertise will be pivotal in developing AI-powered solutions to shape the future of the Airbnb customer experience with cutting-edge AI techniques.
- You will drive and guide the rest of the engineers to brainstorm, design and develop AI products and features from inception to production.
- We're seeking a Senior Staff Engineer who thrives at the intersection of technical depth, architectural thinking, and mentorship.
- You’ll collaborate with cross-functional leaders, build resilient systems that operate globally at scale, and help evolve the foundational building blocks behind AI-powered customer support.
- While this role won’t own every project below, the below showcase the breadth and depth of work across our group, and where your leadership may be needed:
- Work with large scale structured and unstructured data; explore, experiment, build and continuously improve Machine Learning models and pipelines for Airbnb product, business and operational use cases.
- Work collaboratively with cross-functional partners including product managers, operations and data scientists, to identify opportunities for business impact; understand, refine, and prioritize requirements for machine learning, and drive engineering decisions.
- Hands-on develop, productionize, and operate Machine Learning models and pipelines at scale, including both batch and real-time use cases.
- Leverage third-party and in-house Machine Learning tools & infrastructure to develop reusable, highly differentiating and high-performing Machine Learning systems, enable fast model development, low-latency serving and ease of model quality upkeep.
- Collaborate actively with engineers to apply ML / AI in their solutions to help validate ideas and guide to the right outcomes.
- Partner with other ML Engineers in foundations engineering to mentor and develop initiative to make ML application a core discipline for non ML engineers.
- Educational Background: PhD in Computer Science, Mathematics, Statistics, or related technical field.
- This position is US - Remote Eligible.
- The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager.
- While the position is Remote Eligible, you must live in a state where Airbnb Payments, Inc. (a subsidiary of Airbnb, Inc.) is a registered entity.
- Approved remote states include: Alabama, California, Florida, Georgia, Illinois, Minnesota, Mississippi, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, and Washington.
- This list is continuously evolving, so please check back with us if the state you live in is excluded.
- If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.
- Airbnb is committed to working with the broadest talent pool possible.
- We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions.
- All qualified individuals are encouraged to apply.
- We strive to also provide a disability inclusive application and interview process.
- If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com.
- Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
- We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
- Our job titles may span more than one career level.
- The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands.
- The base pay range is subject to change and may be modified in the future.
- This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
