Software Engineer, Airbnb
Community Support Engineering
$162-186k
Community marketplace for holiday accomodation
Be an early applicant
Community marketplace for holiday accomodation
1001+ employees
Be an early applicant
$162-186k
1001+ employees
Company mission
To create a world where anyone can belong anywhere.
Role
Who you are
- 3+ 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
What the job involves
- Providing world-class customer service for our community of guests and hosts is a critical mission at Airbnb
- The Ambassador Routing & Channels (ARC) team sits within Airbnb Community Support and is responsible for powering intelligent, differentiated service experiences, ensuring every support request, across any channel, is addressed by the right expert at the right time
- Our work directly drives faster resolutions, higher quality interactions, and exceptional customer satisfaction at scale
- As a Backend Software Engineer on the ARC team, you will contribute meaningfully across our core routing and differentiated service programs:
- 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
- Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness for routing and differentiated service experiences
- Lead and contribute across the full development lifecycle: technical design, implementation, testing, experimentation, and production deployment
- Contribute to a culture of engineering excellence by role modeling best practices in design, code quality, and cross-functional collaboration
- Participate in on-call rotations, incident response, and post-mortems to ensure the reliability of routing infrastructure serving millions of Airbnb guests and hosts
- Engage in sprint planning, backlog grooming, and design doc sharing sessions to keep ARC's delivery on track
- Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency across AI-driven routing workflows
- Collaborate with cross-regional engineering partners to align on shared routing capabilities and drive consistency across global support operations
Our take
When Airbnb was originally founded, the product helped customers book air mattresses on people's apartment floors. Since then, Airbnb has had over a billion customers hosted through its platform. With more than 4 million registered hosts worldwide, it has grown into a major player in the hospitality sector.
Airbnb has been successful in disrupting the traditional holiday lettings sector. Before it existed accommodation was limited to hotels and bed and breakfasts, but Airbnb has mainstreamed the idea of renting out spare rooms or even entire homes. It has created a new sector of hosts purchasing properties to rent out on the platform and provides a level of flexibility and a range of offerings not previously possible for travelers.
Perhaps a victim of its own success, by 2022 supply of Airbnb-listed properties began to outstrip demand in some markets, as hosts overestimated the appetite for domestic travel. However, the company is still posting strong financials and has unveiled new tools to support its hosts in a tougher rental market. With a healthy bottom line and a huge user base, Airbnb is very likely to overcome the current market turbulence and continue its growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 10 rounds)
Apr 2020
$500m
GROWTH EQUITY VC
Mar 2017
$447.8m
SERIES F
Total funding: $3.8bn
Company benefits
- Paid volunteer time
- Health food and snacks
- Generous parental and family leave
- Learning and development
- Annual travel and experiences credit
Company HQ
Showplace Square, San Francisco, CA
Leadership
Brian Chesky
(Co-Founder & CEO)Previously an Industrial Designer, studying at Rhode Island School of Design.
Nathan Blecharczyk
(Co-Founder & CSO)Studied Computer Science at Harvard, and had around 4 years of professional Software Engineering experience before founding Airbnb, including interning at Microsoft.
Joe Gebbia
(Co-Founder)Also studied Industrial Design at Rhode Island, and previously founded various design-related startups
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