Senior Software Engineer, Assistance Engineering

at Airbnb

📍 United States

USD 196,000-227,000 per year

SENIOR

✅ Remote

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

AI @ 4 Agile @ 6 Communication @ 4 Data Science Experimentation LLM @ 4 Planning @ 3 Prompt Engineering @ 4 RAG @ 3 Software Development @ 7

Details

Airbnb's Ambassador Routing & Channels (ARC) team within Community Support builds intelligent, differentiated service experiences that ensure support requests across channels are addressed by the right expert. The team develops routing infrastructure and AI-driven workflows that improve resolution speed, interaction quality, and customer satisfaction at scale.

Responsibilities

Lead and contribute to engineering delivery for intelligent agent matching, personalized support experiences for high-value customers, and routing and communication channel capabilities.
Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management.
Ensure high availability, correctness, and scalability across millions of daily support interactions.
Consolidate fragmented routing logic across platforms and channels into a centralized, auditable, and maintainable system.
Collaborate with Product, Operations, Data Science, and partner engineering teams.
Participate in technical design reviews, code reviews, and architectural decision-making.
Mentor junior engineers and contribute to engineering excellence.
Develop backend systems and enhance AI prompt effectiveness for routing and differentiated service experiences.
Lead and contribute across technical design, implementation, testing, experimentation, and production deployment.
Participate in on-call rotations, incident response, and post-mortems.
Participate in sprint planning, backlog grooming, and design document sessions.
Optimize system availability, performance, and scalability across AI-driven routing workflows.
Collaborate with cross-regional engineering partners to align on shared routing capabilities.

Requirements

6+ years of software development experience in service-oriented architectures and backend development.
Expertise in workflow optimization and scalable, flexible backend architecture.
Experience designing and iterating on prompt engineering for AI and LLM-driven scenarios.
Familiarity with RAG patterns, memory routing, and agent planning.
Proficiency in building backend systems with a focus on technical quality, efficiency, and resilience.
Excellent collaboration and communication skills.
Interest in agile development, system optimization, and team productivity improvements.
Bachelor's, Master's, or Ph.D. degree, preferably in Computer Science, or equivalent practical experience.

Location

This position is US remote eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed with the manager. Candidates must live in a state where Airbnb, Inc. has a registered entity.