Staff Software Engineer, Community Support Data Platform

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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 Airbnb Community Support (CS)’s vision is to build the world's most loyal travel community through exceptional service. It is an area of unprecedented scale and complexity. In no other domain the efficiency and reliability of servicing tech translates so directly into competitive advantage, brand loyalty and the fundamentals of the business. Airbnb has excelled in this area for years thanks to a purposeful way we applied innovation backed by data and how constant experimentation allowed us to discover new paths to follow.

Currently we are in the process of extending our platform with Generative AI, intelligent resolutions and process automation at a scale the Travel industry has not seen before. Data infrastructure along with real-time AI capabilities are the core components of the new ecosystem.

Our agents will be equipped with real time access to contextually relevant information, scoring engines will assist in recommending the best course of action, while automation workflows will take the tedious, repeatable tasks off agent’s shoulders and give the customers freedom to solve most of the issues without waiting in line. 

Establishing sustainable technology and governance processes that can deliver large volumes of quality data from across all diverse Airbnb sources is the key to successful execution of the ambitious strategy we have laid out.

The Difference You Will Make:

Within CS, the CS Data Platform team is responsible for providing consistent and trustworthy data foundations and metrics for the most important data across offline and online consumption, including experimentation, ML, measurement, product and operational insights. Our customers are ML and backend engineers, analytics and operations teams.

We're Looking For a Staff Backend Engineer with data experience to take the lead in evolving our CS Data Platform. This role is pivotal in building and innovating the backbone that supports CSxAI (Customer Support x Artificial Intelligence) initiatives to enable intelligent, scalable and exceptional service experience by building reusable platform capabilities, such as services, data processing and integration frameworks to empower intelligent community support products.

The related services include, but are not limited to, LLM-related data logging, indexing and serving solutions, Real-time metric platform, 3rd-party data exchange framework, CS business context data framework, Customer journey data serving.

A Typical Day: 

• Develop and own backend services, data processing systems and APIs for Airbnb Community Support Platform to advance the state of data and support our AI initiatives, such as Customer journey visualizer, Contextual data for LLM, Real-time metrics platform, and others
• Develop, automate and standardize: logging, enriching, serving data for ML training, inference, benchmarking and monitoring (anomaly detection, safe deploys) to build the next generation of Generative AI products
• Work closely with Machine Learning team, Data Science and cross-functional engineering teams in the Community Support Platform, understanding their productivity and feature pain points, and build solutions to resolve them scalably and flexibly.
• Advance the state of our 3rd party data integrations by building and extending framework for data exchange, governance and lineage of data
• Lead Technological Advancement: Drive the evolution of CS data architecture towards modern technologies and collaborate with infrastructure engineering teams to evolve how we integrate data between batch and serving layers worlds, ML and non-ML, and allow systems to deal with data more effectively
• Participate in all phases of software development including architecture design, implementation and testing.
• Work collaboratively with cross-functional partners including product managers, operations and data scientists, identify opportunities for business impact, understand and prioritize requirements for machine learning systems and data pipelines, drive engineering decisions and quantify impact.
• Support teammates in enabling code quality, operational excellence, and shared learning.

Your Expertise:

• 9+ years industry backend engineering with data background
• BS/MS/PhD in Computer Science, a related field, or equivalent work experience
• Proven background in developing and maintaining large-scal