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 @ 3
Agile @ 3
Communication @ 3
Customer Support @ 3
Data Science @ 3
Experimentation
LLM @ 3
Planning @ 2
Prompt Engineering @ 3
RAG @ 2
Software Development @ 5
- 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.
Details
Airbnb's Ambassador Routing & Channels team within Community Support powers intelligent, differentiated service experiences by ensuring that every support request is addressed by the right expert at the right time. The team develops routing and communication capabilities that improve resolution speed, interaction quality, and customer satisfaction at scale.
As a Backend Software Engineer, you will work on intelligent agent matching, personalized support experiences, and next-generation routing and communication channel capabilities. You will help build and maintain highly available, correct, and scalable infrastructure serving millions of daily support interactions.
Responsibilities
- Contribute to and lead engineering delivery for intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel programs.
- Own and evolve routing infrastructure, including decision engines, workflow orchestration, and routing rule management.
- Consolidate fragmented routing logic across multiple platforms and channels into a centralized, auditable, and maintainable system.
- Collaborate with Product, Operations, Data Science, and partner engineering teams to deliver improvements to the customer support experience.
- Participate in technical design reviews, code reviews, and architectural decision-making.
- Mentor junior engineers and contribute to engineering excellence and continuous improvement.
- Develop backend systems and improve AI prompt effectiveness for routing and differentiated service experiences.
- Lead and contribute throughout the development lifecycle, including technical design, implementation, testing, experimentation, and production deployment.
- Participate in on-call rotations, incident response, and post-mortems.
- Optimize system availability, performance, scalability, and efficiency across AI-driven routing workflows.
- Participate in sprint planning, backlog grooming, and design document sharing sessions.
- Collaborate with cross-regional engineering partners to align on shared routing capabilities and global support operations.
Requirements
- 3+ 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 retrieval-augmented generation (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.
- Passion for 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 is a hybrid on-site role in Airbnb's San Francisco office. The successful applicant must be based in the San Francisco Bay Area, California. Employees cannot currently be located in Alaska, Indiana, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin, Alabama, Mississippi, Oklahoma, Delaware, or Rhode Island.
Benefits
The role may be eligible for bonus, equity, benefits, and Employee Travel Credits.
Compensation
The base pay range is $162,000–$186,000 USD per year. Actual base pay depends on factors including training, transferable skills, work experience, business needs, and market demands.