Senior Machine Learning Engineer, Community Support Platform

The Community You Will Join:

The Community Support Platform (CSP) team builds world-class tools for our team of Community Support ambassadors around the world, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year.    

Airbnb has a huge global operational staff that must scale with our user base. Our job is as challenging as it is exciting: we own the entire tech stack responsible for their success.

Some example projects we have shipped:

• agent tools to investigate claims and possible fraud through real-time image, text, and user similarity search
• automated property damage claim item entity extraction
• advanced analytical data pipelines for monitoring performance, stability, and tool usage
• an advanced ticket routing system to match user issues against available agent skills

What is the CSP Claims team at Airbnb?

Our team develops the products behind the AirCover and Host-Guest resolutions experience across multiple verticals, including ambassadors tooling, AirCover user-facing claims flows, and intelligent automation and decisioning. You will develop machine learning approaches to understand our complex data landscape and drive structured insights. These insights will improve our ability to effectively resolve our customers’ issues and proactively identify process and workflow improvements. You will collaborate across engineering, data science, product, and operations teams. These initiatives have high visibility and opportunity for company-wide impact.  

A Typical day:

Your contributions take a variety of shapes:

• Work with large scale structured and unstructured multimodal data, build and continuously improve cutting edge Machine Learning models for Airbnb product, business and operational use cases.
• Hands-on develop, productionize, and operate Machine Learning models and pipelines at scale, including both batch and real-time use cases.
• Work collaboratively with cross-functional partners including software engineers, product managers, operations and data scientists, identify opportunities for business impact, understand, refine, and prioritize requirements for machine learning models, drive engineering decisions, and quantify impact.

Your Expertise:

• 5+ years of industry experience in applied Machine Learning, inclusive MS or  PhD in relevant fields
• Strong programming (e.g. Python / Java / Kotlin) and data engineering skills
• Depth of experience in Computer Vision or Natural Language Processing.
• Understanding of Machine Learning best practices (eg. training/serving skew minimization, A/B test, feature engineering, feature/model selection)
• Experience with 3 or more of these technologies: Tensorflow, PyTorch, Kubernetes, Spark, Airflow (or equivalent), Kafka (or equivalent), data warehouse (eg. Hive)
• Industry experience building end-to-end Machine Learning infrastructure and/or building and productionizing Machine Learning models
• Exposure to architectural patterns of a large, high-scale software applications (e.g., well-designed APIs, high volume data pipelines, efficient algorithms, models)
• Experience with test driven development, familiar with A/B testing, incremental delivery and deployment.

Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

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: reasonableaccommodations@airbnb.com. 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.