Senior Software Engineer, Community Support Engineering

The Community You Will Join:

Community Support Engineering (CS Eng) is responsible for the world-class technology, architecture, and solutions that power Airbnb’s global community support operations. The products and solutions we build support our customers, front line agents, and business process operations teams. They are a key driver of enabling Airbnb’s core business. As a member of CS Eng, you will have an opportunity to impact every person who travels or hosts on Airbnb.
Under CS Eng, the Workflow Policy team has an opportunity for a Senior Engineer to help drive our initiatives. The team builds the core software that empowers our global support agents. The work has a direct impact on agent experience and impacts the quality of service we provide to our guests and hosts.

The Difference You Will Make:

We are seeking a highly skilled and motivated engineer who is passionate about making a difference through their work. As a Senior Software Engineer, you will work in a team of talented and diverse software engineers to build solutions that improve the agent experience. You will play a significant role in shaping the technical vision and then delivering a solution that is flexible, efficient and scales with the needs of the business. Each individual brings their own unique skill set, experiences, thought leadership and technical expertise to solve these technical challenges for Airbnb. There are several projects that can result in double-digit percentage improvements for our users, resulting in greater efficiency in supporting our guests and hosts. There is potential and precedence in driving millions of dollars of savings for Airbnb, making it a great team to join for driving outsized impact.

A Typical Day:

• Work cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy to build novel products and features
• Drive, lead, and contribute to the full development cycle: technical design, development, test automation, experimentation, analysis, and launch. You’ll be reviewing code and design docs, giving feedback on product specs and mocks.
• Build efficient and reusable backend components, with high quality, while making sure to maintain performance and scalable systems.
• Practice Full-Stack development, including frontend web, contributing to UI used by thousands of agents all day.
• Work closely with Machine Learning and Generative AI Engineers to greatly improve Community Support systems.
• The systems you work on are used by multiple tiers of support and policy professionals. These tools include workflow guides, a powerful policy editor, and a critical support application for managing disruptive events that impact our guests and hosts. .
• Provide critical input on team roadmap and technical direction.

Your Expertise:

• 6+ years industry experience
• Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience
• Proficiency in one or more back-end server languages (Java/Kotlin/C++)
• Experience building AI-driven features: Both classical supervised machine learning, and Generative AI
• Experience in building and scaling high-quality and high-traffic products (or systems).
• Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations
• Ability to evaluate technical approaches and design product solutions to solve real-world problems.
• Mentorship to junior developers

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.