Machine Learning Engineer, Community Support Engineering

United States Digital Space LLC; San Francisco (CA); Hybrid; USD 170,000 - 180,000; Full time

Benefits offered by this job

Possible bonus and equity

Employee Travel Credits

Comprehensive benefits

Job summary

United States Digital Space LLC is seeking a Machine Learning Expert to enhance customer service through cutting-edge AI technologies. The role involves developing innovative ML systems, collaborating with engineering and product teams, and significantly contributing to evolving AI solutions.

The ideal candidate holds a PhD with experience in LLM and has a passion for shaping impactful AI applications. This position is based in the San Francisco Bay Area.

The company is committed to diversity and inclusion in the hiring process.

Qualifications

• PhD w/ 3+ years of experience in Machine Learning or AI.
• Hands-on expertise in LLM techniques.
• Experience shipping production-grade AI systems.

Responsibilities

• Develop novel ML systems and product integrations.
• Collaborate with product, design, and engineering teams.
• Stay updated on AI/ML technologies.

Skills

Machine Learning

Artificial Intelligence

Communications

Collaboration

Education

PhD in Computer Science or related field

Tools

LLM frameworks

MLOps tools

Job description

the company 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.

The Community You Will Join:

Machine Learning and Artificial Intelligence are at the heart of the company 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 the company.

The Core ML team in Community Support is the team responsible for adopting the Agentic AI technologies to enable an intelligent, scalable and exceptional customer service experience. We are responsible for developing the Chat AI assistant, Voice AI Assistant and more! The team is constantly exploring the SOTA Agentic architecture, develops and enhances various AI models, ML services and leverages tools including SFT, Reinforcement learning, Distillation, RAG/Search, LLM evaluation and testing automation, feedback-based learning and guardrail for a wide range of applications in the company.

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 Host on the company.

You will build and leverage cutting edge AI technologies to transform the company’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:

• Champion 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 the company CS products
• Learn and share the latest AI/ML technologies with the team.

Your Expertise:

• (Required) PhD w/ 3+ YOE in Computer Science, Machine Learning, Artificial Intelligence, or a related technical field — or equivalent industry experience
• Hands‑on expertise in LLM, including pretraining, fine‑tuning (SFT, RLHF, GRPO), prompt engineering, RAG architectures, and LLM evaluation frameworks
• Experience building Agentic AI systems — including multi‑agent orchestration, tool‑use, planning, memory, and autonomous reasoning pipelines (e.g., ReAct, LangGraph, AutoGen, or similar)
• Experience of shipping production‑grade ML/AI systems at scale, with deep understanding of ML infrastructure, model serving, and MLOps best practices
• Excellent communication skills with the ability to collaborate effectively across Engineering, Product, and Design organizations

Your Location:

Due to the nature of this position, the successful applicant will need to be based in San Francisco‑Bay Area, CA or Seattle, Washington to be able to conduct their work. Currently, employees can not be located in: Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware And Rhode Island. This list is continuously being updated, please check back with us if the state you live in is on the exclusion list. If your position is employed by another the company entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

the company 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: [e-mail]. 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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range: $170,000 — $180,000 USD