Senior Machine Learning Engineer, Customer Support Engineering

Airbnb

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. 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: Machine Learning and Artificial Intelligence are at the heart of the Airbnb product. From Trust to Payments, and from Customer Service to Marketing we rely on ML to ensure that guests and hosts have the best possible experience with Airbnb.  The Community Support Products (CSP) Machine Learning team is the core team responsible for driving CSxAI (Customer Support x Artificial Intelligence) initiatives by adopting the Generative AI technologies to enable an intelligent, scalable and exceptional service experience. The team develops and enhances various AI models, ML services and tools including LLM fine-tuning and optimization, RAG/Search,  LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in Airbnb.  The richness of Airbnb's data, the complexity of its marketplace and the variety innate in our product mean that we need to operate at the state of the art of AI practice. We are committed to investing in long term innovation to solve the complex problems we face, and to do that we need the very best experts in ML and AI to join us.   The Difference You Will Make: We believe our current customer experiences in these domains are only scratching the surface of the innovations that are possible, and that science is at the heart of delivering a step-function change for our Guest and and Host on Airbnb.  You will build and leverage cutting edge AI technologies to transform Airbnb’s customer service by delivering personalized, easy-to-use and proactive customer service experience.  Many of the initiatives you’ll tackle are in their early conceptual stages. You will have the opportunity to shape these ideas from inception to production, turning visionary concepts into impactful realities.   A Typical Day:  * Envision, champion, and support the development of novel ML systems, product integrations, and performance optimizations to solve real-world problems * Work cross-functionally with product, design, and other engineering counterparts to design and build efficient AI solutions for Airbnb CS products * Learn and share the latest AI/ML technologies with the team across regions( China and the US).    Your Expertise: * PhD/Master’s degree, preferably in CS, or equivalent experience * 4+ years of ML engineering experience, with ownership responsibility over large-scale software systems.  * Background in the design and development of AI and ML systems and services, and a deep passion for building efficient and scalable ML-powered products * Experience with LLM driven chatbot and Agentic AI products would be a big plus * Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations * Fluency in both English and Mandarin is essential.   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.

Sumup

About the team: Within the Global Operations organisation, our mission is to build the best customer experience in the fintech industry by delivering an effortless customer experience to all our merchants. We are seeking a skilled and passionate Senior AI / Machine Learning Engineer to join our talented AI team and lead the development of AI models and algorithms that will drive our customer support service to new heights. As a Senior AI / Machine Learning Engineer at SumUp, you will be responsible for building and optimizing state-of-the-art AI models and algorithms. Your expertise with machine learning, deep learning, and LLMs will be crucial in driving the success of our AI-driven initiatives. You will work closely with cross-functional teams, including backend engineers, data scientists and product managers, to translate business requirements into innovative AI solutions. Your contributions will shape the future of our support products and help us stay at the forefront of technological advancements in the field of AI. What you’ll do * Architect, design, develop and deploy our AI solutions and systems in production environments, ensuring reliability, high performance and scalability. * Collaborate and communicate closely with data scientists, product managers, developers and other business stakeholders to bring state-of-the-art AI solutions to Customer Support, enhancing customer experience and improving operational efficiency. * Develop and maintain ML infrastructure and pipelines to support efficient data processing, model training and serving. * Optimize and fine-tune machine learning models to improve accuracy, efficiency and scalability. * Collect, preprocess and clean large text datasets to ensure high-quality input for model training and evaluation. * Embrace software development principles, best practices and industry standards, including version control, CI/CD processes and unit testing frameworks as your day-to-day work. * Collaborate with cross-functional teams to ensure seamless integration of machine learning solutions into software applications and platforms.  You’ll be great for this position if you have: * Bachelor’s degree in Machine Learning, Computer Science or an engineering-related field. * +8 years of proven experience working as a Machine Learning Engineer, focusing on building and deploying scalable machine learning or AI solutions and data-driven systems. * Relevant experience building AI products, such as Chatbot Assistant, RAG system, etc. * Excellent software development engineering skills to design computationally effective solutions and maintenance in large-scale production environments (data version control, model serving, continuous monitoring & alerting) * Experience building and deploying ML models using cloud services (AWS, GCP, or Azure). * Expert in Python and familiarity with MLOps tools (e.g., MLflow, Kubeflow, Airflow, Langfuse). * Experience with machine learning workflow orchestration and algorithms optimisation, feature engineering pipelines, data ingestion and transformation.  * Good understanding of data pipelines, APIs, containers (Docker), and version control (Git). * Excellent analytical and problem-solving skills, with strong attention to detail. * You have working proficiency and communication skills in verbal and written English. Why you should join SumUp: 🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup. 🌈 Commitment to Diversity and Inclusion: Be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced 📚 A dedicated annual L&D budget of €2,000 for attending conferences and/or advancing your career through further education. 🚀 Enrolment onto our VSOP program: You will own a stake in SumUp’s future success 💶 A corporate pension scheme where we match up to 20% of your contributions 🔄 30 Days Sabbatical: Enjoy the unique opportunity to take a well-deserved break with our 30 days sabbatical benefit after completing 3 years of employment with SumUp. 🔗 Referral Bonus: Earn additional rewards by referring talented individuals to join the SumUp team. 🚵🏾‍♂️ Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, relocation assistance, subsidised office lunches. About us: SumUp is a leading financial technology company, founded in 2012 with the goal of empowering small businesses around the globe. We’re the financial partner of choice for more than 4 million merchants in over 35 markets. We collectively build, plan and fine-tune the technology that drives SumUp and empowers small businesses around the world. We believe in the everyday hero. Those who have the courage to follow their passion and who have the strength and determination to realise their dreams. Small business owners are at the heart of all we do, so we're creating powerful, easy-to-use financial solutions to help them run their business. With a founders mentality and a 'team-first attitude' our diverse teams across Europe, South America, and the United States work together to ensure that small business owners can be successful doing what they love. SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by Company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.

Deliveroo

SENIOR MACHINE LEARNING ENGINEER Join us in our mission to transform the way people shop and eat, where impact, innovation and growth drive everything we do. Our Engineering teams tackle complex technical challenges across a global, three-sided marketplace, building and scaling systems that serve millions of customers, riders and partners every day. From real-time logistics to resilient infrastructure and marketplace optimisation, we design, build and operate technology that powers Deliveroo’s growth at scale. We’re looking for a Senior Machine Learning Engineer to join our London team. In this role, you’ll help shape the decision-making systems that directly impact customer experience, trust, and fairness at Deliveroo. This role is based in our London office with a hybrid setup, typically 3 days in the office. WHAT YOU’LL BE DOING You’ll be joining the Care team. Care is an area with significant opportunity and real customer impact; you’ll take ownership of existing models and help define strong ML foundations in spaces that are still evolving, from LLM-powered automation to customer compensation logic. Here’s what your day-to-day might look like: * Own the full ML lifecycle: Lead the design, development, and productionisation of machine learning models used in customer support and high-stakes decision systems. * Architect for reliability: Build robust monitoring, evaluation, and alerting frameworks to detect model underperformance, drift, or unexpected behaviour in real-time. * Collaborate on product strategy: Partner closely with Product Managers to turn ambiguous customer problems into robust, scalable ML solutions. * Drive technical excellence: Provide technical leadership in areas with unclear ownership, setting the gold standard for ML quality, reliability, and maintainability. * Bridge science and engineering: Work with data scientists and engineers across the global organisation to embed models into high-performance, scalable systems. WHAT YOU’LL NEED TO THRIVE Essential * Significant experience as an ML Engineer or Data Scientist, with a proven ability to write high-quality production code in Python. * Demonstrated ownership of productionising Generative AI workstreams or Agentic AI projects, including a deep understanding of LLMs, transformers, and fine-tuning. * Proven ability to deploy and manage models using modern infrastructure tools such as Docker, Kubernetes, and CircleCI. * Strong foundational knowledge of traditional ML and evaluation techniques, balanced with a bias for simplicity and measurable business impact. * A collaborative mindset with experience mentoring peers and a drive to solve complex, real-world problems at scale. Nice to Have * Experience with evaluation harnesses and frameworks specifically designed for Generative AI. * Familiarity with observability, monitoring, and safety techniques for deployed GenAI systems. * Experience working with strongly typed languages, such as Go. WHY JOIN US? At Deliveroo, you’ll do work that matters—solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to: 🔧 Solve meaningful problems at real scale Work on a complex, always-on marketplace that impacts millions every day. 🌱 See your impact, fast Ship, test and improve ideas quickly in a low-hierarchy, high-ownership environment. 🧠 Grow through challenge and ownership Take on big, ambiguous problems and accelerate your career with strong support. 🌎 A culture built for builders High standards, collaboration, flexible working and continuous learning. 💰 Share in the success you help create Competitive salary and equity options, so you’re rewarded for the impact you make. ➡️ Want a deeper look at how we build? Check out our Tech Blog. OUR GLOBAL STRUCTURE Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. DIVERSITY, EQUITY AND INCLUSION At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience. If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!