Senior Software Engineer, Community Support Engineering

Details

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

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 delivering solutions that are flexible, efficient and scale with the needs of the business. Projects can result in double-digit percentage improvements for users and have potential to drive millions of dollars of savings for Airbnb.

Responsibilities

• 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.
• Review code and design docs; give feedback on product specs and mocks.
• Build efficient and reusable backend components with high quality while maintaining performance and scalability.
• Practice full-stack development, including frontend web work for UIs used by thousands of agents.
• Work closely with Machine Learning and Generative AI engineers to greatly improve Community Support systems.
• Build and maintain systems used by multiple tiers of support and policy professionals (workflow guides, policy editor, support application for disruptive events).
• Provide critical input on team roadmap and technical direction; mentor junior developers.

Requirements / Your Expertise

• 6+ years industry experience.
• Bachelor’s and/or Master’s degree, preferably in Computer Science, 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 building and scaling high-quality, high-traffic products or systems.
• Experience with test automation, experimentation, and analysis.
• Excellent communication skills and ability to work well within and across teams (engineering, product, design).
• Ability to evaluate technical approaches and design product solutions to solve real-world problems.
• Demonstrated mentorship of 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 with your manager. While Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. If your position is employed by another Airbnb entity, your recruiter will inform you of eligible states.

Our Commitment to Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. Diverse ideas foster innovation and engagement. All qualified individuals are encouraged to apply.

We strive to provide a disability inclusive application and interview process. If you require reasonable accommodation to submit an application, contact [email protected] with your full name, the role you’re applying for, and the accommodation needed.

How We'll Take Care of You / Benefits

Job titles may span more than one career level. Actual base pay depends on factors such as training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Pay Range

$195,000—$220,000 USD

Offices

United States