Staff Software Engineer Community Support Engineering

The Community You Will Join:

The Community Support Platform (CSP) team builds worldclass 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:

• Resolution Center experiences that allow hosts and guests to resolve issues among themselves before involving Airbnb e.g. AirCover for Host intake experience.
• Agent tools that allow agents understand and solve the issues customers cant resolve with themselves.
• A backend development platform that enables instant creation of resolution experiences.
• Integrations with AI systems to guide customers and agents through the resolution experiences.

Openings within CSP:

The Resolution Platform team empowers users to selfresolve issues reducing the need for customer service intervention while ensuring seamless secure financial transactions between guests hosts and Airbnb. Supporting a diverse range of platform personasincluding hosts guests cohosts ambassadors and third partiesthe team enhances the Airbnb experience by streamlining the exchange of goods and services and effectively mitigating challenges that arise.

The Core Service Experience team has an opportunity for a Staff Engineer to lead and drive our backend initiatives. The team is responsible for the core software platform that empowers our global support agents. The work directly supports the agent experience and massively impacts the quality of service we provide to our guests and host.

The Integrated Knowledge Management team is foundational to creating a world class customer service experience. As a Staff Engineer on the Integrated Knowledge Management team you will define and drive the technical strategy for building extensible platforms to enable Airbnbs content and knowledge to be leveraged across users both internal and external and to serve as the authoritative knowledge source for Conversational AI and LLM applications.

The Difference You Will Make:

Our team develops the products behind the AirCover and HostGuest resolutions experience across multiple verticals including ambassadors tooling AirCover userfacing 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 companywide impact.

A Typical Day:

• Working with crossfunctional partners on Product and Design to triage scope and evaluate feasibility of proposed features and functionality
• Identifying new opportunities for impact on system functionality resiliency and quality.
• Mentoring engineers across the Community Support Platform Engineering team
• Influencing crossorg Quality initiatives to reduce defect introduction rate reduce incident detection time and refine incident response processes
• Being a collaborative teammate that can help elevate the rest of the engineering organization

Your Expertise:

• 9 years of backend software development experience.
• Strong proficiency in at least one major backend programming language (e.g. Java Kotlin Scala Python)
• Proven track record of delivering backend solutions in a collaborative environment from ideation and planning to implementation and launch.
• Experience with architectural patterns of largescale systems including welldesigned APIs highvolume data pipelines and efficient algorithms.
• Demonstrated ability to make datadriven decisions articulate technical tradeoffs and communicate effectively with crossfunctional partners.
• Passion for creating robust solutions and a keen interest in data systems and analytics.
• Bachelors degree in Computer Science or related field or equivalent practical experience.

Your 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 uptodate 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 creativelyled 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: . Please include your full name the role youre 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.