AI Engineer, Community Support Engineering

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.

• 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.

• 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.