AI Engineer, Community Support Engineering

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.

Your Location:

This position is China based - Remote. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies.

The Community You Will Join:

Providing world class customer service for our community of guests and hosts is a critical mission for Airbnb. This area has unprecedented scale and complexity. In no other domain does the efficiency and reliability of customer service technology translate directly into a competitive advantage, brand loyalty, and the business's bottom line.

The Integrated Knowledge Management team, part of Airbnb’s Community Support Engineering, is foundational to creating the best customer service experience for our community of hosts and guests. The Integrated Knowledge Management team is responsible for building robust and scalable platforms that enable Airbnb’s content and knowledge to be leveraged across internal and external users, and to serve as the authoritative knowledge source for AI-powered applications and support surfaces.

The Difference You Will Make:

As an AI Engineer on the Integrated Knowledge Management team, you will help build out our next-generation Retrieval-Augmented Generation (RAG) platform and AI-powered support surfaces such as the Help Center. You will be deeply involved in building highly available and scalable services in close collaboration with engineering, ML/AI, product, content, data science and operations teams to meet the ever-evolving needs of Airbnb’s Community Support Engineering group. Many problems exist in this domain including expanding our RAG systems to support new knowledge and solution sources, building the capabilities required for Airbnb’s expanding suite of AI-powered contextual in-product support applications, and implementing ways to improve velocity around experimentation and evaluation.

A Typical Day: 

• Collaborate with global cross-functional working groups (frontend/backend/ML engineers, design, product and operational teams) to design and build end-to-end AI powered product solutions to improve Airbnb’s customer service experience. 
• Use AI tooling to analyze data, build hypotheses, experiment, learn and iterate to improve the Integrated Knowledge Management services.
• Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency.
• Advocate and participate in efforts to advance Airbnb’s engineering processes, technical foundations, and AI tooling.

Your Expertise:

• 3+ years of industry experience directly contributing to the design, implementation, evaluation, and operation of AI-powered applications.
• Strong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python)
• Proven track record of delivering AI-powered backend solutions in a collaborative environment, from ideation and planning to implementation and launch.
• Experience with architectural patterns of large-scale systems, including well-designed APIs, high-volume data pipelines, and efficient algorithms.
• Demonstrated ability to make data-driven decisions, articulate technical trade-offs, and communicate effectively with cross-functional partners.
• BS, MS or PhD in Computer Science or related field
• Ability to communicate proficiently in English in a professional setting.
• Nice to have: Recent industry experience building Retrieval-Augmented Generation (RAG) systems, search, retrieval and ranking systems to power end-to-end AI-powered products, or Agentic Systems.

Our Commitment To Inclusion & Belonging:

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: [email protected]. 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.