Senior Software Engineer, Community Support Engineering

San Francisco, CAOn-site 3d ago

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.

The Community You Will Join:

Providing world-class customer service for our community of guests and hosts is a critical mission at Airbnb. The Ambassador Routing & Channels (ARC) team sits within Airbnb Community Support and is responsible for powering intelligent, differentiated service experiences, ensuring every support request, across any channel, is addressed by the right expert at the right time. Our work directly drives faster resolutions, higher quality interactions, and exceptional customer satisfaction at scale.

The Difference You Will Make:

As a Senior Backend Engineer on the ARC team, you will contribute meaningfully across our core routing and differentiated service programs:

Contribute to and lead engineering delivery on programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities.
Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions.
Help drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system.
Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience.
Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making.
Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence.

A Typical Day:

Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness for routing and differentiated service experiences.
Lead and contribute across the full development lifecycle: technical design, implementation

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