Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. Community you will join 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. The Difference You Will Make: 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: 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

A Typical Day

• Drive and guide engineers to brainstorm, design, and develop AI products and features from inception to production
• Collaborate with cross-functional leaders to build resilient systems that operate globally at scale
• 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

Your Expertise

• PhD in Computer Science, Mathematics, Statistics, or related technical field
• 10+ years of experience in building, testing and shipping AI models and products from inception to production; including 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

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$244,000—$305,000 USD