Airbnb - Staff Software Engineer, Community Support Engineering

• Providing world class customer service for our community of guests and hosts is a critical mission of Airbnb. This is an area of unprecedented scale and complexity. In no other domain the efficiency and reliability of servicing tech translates so directly into competitive advantage, brand loyalty and the fundamentals of the business. The Automation Foundation team under Airbnb Community Support is critical for the goal of creating the best customer service experience for our users. • As a staff software engineer, you will lead two areas that are critical to Airbnb community support: • Automation Platform, a large-scale, widely adopted conversational AI platform at Airbnb, You will also collaborate with different AI & ML engineering teams, cross-functional business partners and contribute directly to the success of many AI driven products for our community. • Automate provisioning for our internal human agents and AI agents. • Contribute to Airbnb wide initiatives (e.g. Services, Experiences, multi-region resiliency) by aligning team capabilities with shared goals and ensuring smooth integration across dependencies. • Raise the bar on technical quality and execution through roadmap planning, clear ownership, and pragmatic architecture and design reviews. • Partner closely with Product, Data, Science, Operations, and adjacent engineering teams to drive success metrics (e.g., NPS, CSAT, time-to-resolution) • A Typical Day: • Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness. • Drive the technical vision and strategy for workflow and backend optimization. • Lead and contribute to the full development cycle: technical design, implementation, testing, experimentation, and deployment. • Participate in code and design reviews, offering constructive feedback to improve technical quality. • Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency. • Your Expertise: • 9+ years of software development experience in service-oriented architectures and backend development. • Expertise in workflow optimization and backend systems, with a focus on scalable and flexible architecture. • Expertise in designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios. • Expertise of RAG patterns, memory routing, and agent planning. • Proficiency in crafting backend systems focusing on technical quality, efficiency, and resilience. • Excellent collaboration and communication skills to work effectively across teams and domains. • Passion for agile development, system optimization, and team productivity enhancements. • Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, 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 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: [email protected]. 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. • $204,000—$255,000 USD • Offices: United States