Senior Software Engineer, Community Support Engineering

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $196k - $227k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Contribute to and lead engineering delivery on programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities. • Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions. • Help drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system. • Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience. • Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making. • Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence.

🎯 Requirements

• 6+ years of software development experience in service-oriented architectures and backend development. • Expertise in workflow optimization and backend systems, with a focus on scalable and flexible architecture. • Experience designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios. • Familiarity with RAG patterns, memory routing, and agent planning. • 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.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development • Bonuses • Employee Travel Credits