Staff 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

The Community Support Platform (CSP) at Airbnb is a critical system that drives our customer support operations. CSP empowers Airbnb's global network of Community Support ambassadors, utilizing cutting-edge technology to deliver exceptional customer service with high efficiency.

As part of the CSP vision, the role focuses on crafting prompts for AI driven applications, designing workflows, shaping innovative backend systems and to revolutionize Airbnb's approach to customer service. Our Chatbot Product team is focused on providing a seamless user experience by combining AI capabilities with the expertise of our support ambassadors.

The Difference You Will Make

You will work with a team of talented and diverse software engineers to deliver innovative backend solutions and prompt systems that enhance AI-driven workflows for customer service. Utilizing your expertise, this role will involve designing efficient systems, tools, and actions to empower AI capabilities seamlessly. Each team member brings unique skills, thought leadership, and technical expertise to address these challenges.

A Typical Day

• Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness.
• Drive the technical vision and strategy for workflow and backend optimization.
• Be actively involved in designing and iterating on prompt engineering to fine-tune AI capabilities for customer service scenarios.
• Lead and contribute to the full development cycle: technical design, implementation, testing, experimentation, and deployment.
• Participate in code and design reviews, offering constructive feedback to improve technical quality.
• Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency.

Your Expertise

• 9+ years of software development experience in service-oriented architectures and backend development.
• Experience in prompt engineering and integrating AI/LLM-driven solutions.
• Expertise in workflow optimization and backend systems, with a focus on scalable and flexible architecture.
• Proficiency in crafting backend systems focusing on technical quality, efficiency, and resilience.
• Excellent collaboration and communication skills to work effectively across teams and domains.
• Passion for agile development, system optimization, and team productivity enhancements.
• Bachelor’s and/or Master’s/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 to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. There is a list of excluded states which is continuously evolving. 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.

They also strive to provide a disability inclusive application and interview process with accommodations available on request.

Compensation

Base pay range is $204,000 — $255,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.