Staff Software Engineer, Community Support Engineering

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) team builds world-class tools for our team of Community Support ambassadors around the world, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year. Airbnb has a huge global operational staff that must scale with our user base. Our job is as challenging as it is exciting: we own the entire tech stack responsible for their success.

Some example projects we have shipped:

• Resolution Center experiences that allow hosts and guests to resolve issues among themselves before involving Airbnb, e.g. AirCover for Host intake experience.
• Agent tools that allow agents understand and solve the issues customers can’t resolve with themselves.
• A backend development platform that enables instant creation of resolution experiences.
• Integrations with AI systems to guide customers and agents through the resolution experiences.

Openings within CSP:

The Resolution Platform team empowers users to self-resolve issues, reducing the need for customer service intervention while ensuring seamless, secure financial transactions between guests, hosts, and Airbnb. Supporting a diverse range of platform personas—including hosts, guests, co-hosts, ambassadors, and third parties—the team enhances the Airbnb experience by streamlining the exchange of goods and services and effectively mitigating challenges that arise.

The Core Service Experience team has an opportunity for a Staff Engineer to lead and drive our backend initiatives. The team is responsible for the core software platform that empowers our global support agents. The work directly supports the agent experience and massively impacts the quality of service we provide to our guests and host.

The Integrated Knowledge Management team is foundational to creating a world class customer service experience. As a Staff Engineer on the Integrated Knowledge Management team, you will define and drive the technical strategy for building extensible platforms to enable Airbnb’s content and knowledge to be leveraged across users, both internal and external, and to serve as the authoritative knowledge source for Conversational AI and LLM applications.

The Difference You Will Make:

Our team develops the products behind the AirCover and Host-Guest resolutions experience across multiple verticals, including ambassadors tooling, AirCover user-facing claims flows, and intelligent automation and decisioning. You will develop machine learning approaches to understand our complex data landscape and drive structured insights. These insights will improve our ability to effectively resolve our customers’ issues and proactively identify process and workflow improvements. You will collaborate across engineering, data science, product, and operations teams. These initiatives have high visibility and opportunity for company-wide impact.  

A Typical Day: 

• Working with cross-functional partners on Product and Design to triage, scope, and evaluate feasibility of proposed features and functionality
• Identifying new opportunities for impact on system functionality, resiliency, and quality.
• Mentoring engineers across the Community Support Platform Engineering team
• Influencing cross-org Quality initiatives to reduce defect introduction rate, reduce incident detection time, and refine incident response processes
• Being a collaborative teammate that can help elevate the rest of the engineering organization

Your Expertise:

• 9+ years of backend software development experience.
• Strong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python)
• Proven track record of delivering backend solutions in a collaborative environment, from ideation and planning to implementation and launch.
• Experience with architectural patterns of large-scale systems, including well-designed APIs, high-volume data pipelines, and efficient algorithms.
• Demonstrated ability to make data-driven decisions, articulate technical trade-offs, and communicate effectively with cross-functional partners.
• Passion for creating robust solutions and a keen interest in data systems and analytics.
• Bachelor's degree in Computer Science or related field, or equivalent practical experience.

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