[Remote] Machine Learning Engineer, Customer Support Engineering

Note: The job is a remote job and is open to candidates in USA. Airbnb is a global hospitality company that connects hosts and guests for unique stays and experiences. The Machine Learning Engineer in Customer Support Engineering will focus on developing AI technologies to enhance customer service, working on projects from inception to production.ResponsibilitiesChampion the development of novel ML systems, product integrations, and performance optimizations to solve real-world problemsWork cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS productsLearn and share the latest AI/ML technologies with the teamSkillsPhD or Master's degree w/ 3+ YOE in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field — or equivalent industry experienceHands-on expertise in LLM, including pretraining, fine-tuning (SFT, RLHF, GRPO), prompt engineering, RAG architectures, and LLM evaluation frameworksExperience building Agentic AI systems — including multi-agent orchestration, tool-use, planning, memory, and autonomous reasoning pipelines (e.g., ReAct, LangGraph, AutoGen, or similar)Experience of shipping production-grade ML/AI systems at scale, with deep understanding of ML infrastructure, model serving, and MLOps best practicesExcellent communication skills with the ability to collaborate effectively across Engineering, Product, and Design organizationsBenefitsBonusEquityBenefitsEmployee Travel CreditsCompany OverviewAirbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.airbnb.com.Company H1B SponsorshipAirbnb has a track record of offering H1B sponsorships, with 27 in 2026, 234 in 2025, 176 in 2024, 160 in 2023, 270 in 2022, 250 in 2021, 274 in 2020. Please note that this does not guarantee sponsorship for this specific role.