AI Engineer, Community Support Engineering

Airbnb, Inc.

Job Overview

Location

Beijing, China

Job Type

Full-time

Full Job Description

📋 Description

• Collaborate with global cross-functional teams including frontend/backend engineers, ML/AI specialists, product managers, designers, and operations staff to design and build end-to-end AI-powered solutions that enhance Airbnb’s customer service experience.
• Design, implement, and operate next-generation Retrieval-Augmented Generation (RAG) platforms to power AI-driven support surfaces such as the Help Center and in-product assistance tools.
• Expand RAG systems to integrate new knowledge sources and solution repositories, ensuring the AI platform remains authoritative and up-to-date for hosts and guests globally.
• Build and optimize scalable backend services that support high-volume data pipelines, efficient algorithms, and well-designed APIs for AI-powered applications.
• Use AI tooling to analyze customer service data, formulate hypotheses, conduct experiments, and iterate on improvements to Integrated Knowledge Management services.
• Improve system availability, performance, and scalability while driving technical enhancements that increase operational efficiency and reduce latency in AI responses.
• Advocate for and contribute to the evolution of Airbnb’s engineering processes, technical foundations, and AI tooling standards across teams.
• Work closely with data science, content, and operations teams to align AI solutions with real-world support needs and ensure seamless integration into existing support workflows.
• Translate product requirements into technical specifications and deliver AI-powered features from ideation through launch, ensuring alignment with business goals and user impact.
• Participate in evaluating and selecting AI models, retrieval systems, and ranking algorithms to optimize the accuracy and relevance of AI-generated support responses.
• Maintain and improve the reliability of AI systems that serve millions of hosts and guests daily, with a focus on minimizing downtime and maximizing response quality.
• Communicate technical trade-offs, progress, and outcomes clearly to non-technical stakeholders including product and operations teams.
• Stay current with advancements in AI, RAG, search, and agentic systems to inform architectural decisions and innovation within the team.

🎯 Requirements

• 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

🏖️ Benefits

• Opportunity to work on AI systems impacting over 5 million hosts and 2 billion guest arrivals globally
• Collaborative environment with global cross-functional teams in engineering, ML/AI, product, and operations
• Exposure to cutting-edge AI technologies including Retrieval-Augmented Generation (RAG) and agentic systems
• Remote-eligible position with flexibility to work from approved cities in China, subject to legal working identity and internal policies
• Occasional opportunities to attend office work or offsites as agreed with manager
• Inclusive workplace committed to diversity, equity, and accessibility with reasonable accommodation support

Skills & Technologies

Python

Java

Kotlin

Scala

Data Science

Remote

Degree Required

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Airbnb, Inc.

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About Airbnb, Inc.

Airbnb operates a global online marketplace enabling individuals to list, discover, and book short-term lodging, experiences, and long-term stays. Hosts offer private rooms, entire homes, unique properties, and local activities; guests search, communicate, and transact securely through the platform. Revenue is generated via service fees on bookings. Founded in 2008, the company is headquartered in San Francisco and serves millions of users across more than 220 countries and regions.

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