About the job
Founded in 2007, Airbnb has transformed the way people travel and connect, evolving from a simple home-sharing concept to a global community of over 5 million hosts and more than 2 billion guest arrivals worldwide. Our mission is to facilitate unique stays and experiences that allow guests to engage with local communities authentically.
Join Our Community
At Airbnb, we are redefining global support delivery. The Community Support Engineering (CSE) team is at the forefront of this multi-year transformation, developing intelligent, AI-augmented systems that offer timely, personalized, and 24/7 support for our global community.
The CS Foundations Engineering (CSFE) team underpins this initiative by creating robust platforms, reusable systems, and developer-centric infrastructure. Our tools empower agents to provide exceptional service, accelerate product iterations, and contribute to Airbnb’s vision of creating a world where anyone can belong anywhere, with assistance readily available.
Your Impact:
- As a Senior Staff Machine Learning Engineer, you will play a crucial role in crafting AI-driven solutions that enhance the Airbnb customer experience through innovative techniques. You will lead engineers in brainstorming, designing, and developing AI products from concept to deployment.
- We are looking for a Senior Staff Engineer who excels at the crossroads of technical expertise, architectural vision, and mentorship.
- Collaborate with cross-functional leaders to build resilient, globally scalable systems and advance the essential frameworks behind AI-powered customer support.
While you won’t oversee every initiative listed below, they exemplify the diversity and scope of projects within our group where your leadership can make a difference:
- Developing a unified, platform-native case management system (AirCase) using Viaduct APIs to replace outdated CRM systems.
- Designing scalable AI workflows to enhance agent co-pilot tools and automate intelligent responses.
- Modernizing our Delivery Management Console (DMC) with AI-driven real-time performance insights, outlier detection, and coaching tools for agents.

