Senior Software Engineer, Community Support Engineering

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, we are harnessing AI 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 in a team of talented and diverse software engineers to create innovative user experience for AI driven customer service products which includes both backend workflows of LLM driven chatbot and frontend user experience across different platforms. You will play a significant role in shaping the technical vision and delivering flexible, efficient and scalable solutions. Each individual brings their own unique skill set, experiences, thought leadership and technical expertise to solve these technical challenges for Airbnb.

A Typical Day: 

• Work cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy to build novel products and features
  
• Drive, lead, and contribute to the full development cycle: technical design, development, test, experimentation, analysis, and launch. You’ll be reviewing code and design docs, giving feedback on product specs and mocks.
  
• Nurture a culture of technical quality from design, through code review, to production operations

Your Expertise:

• 5-9+ years of industry experience with a BS/Masters or 2+ years with a PhD and experience in a fast paced tech environment.
  
• Strong expertise with backend systems in service-oriented architectures
  
• Experience with chatbot/AI product or RAG systems
  
• Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations
  
• Passionate about efficiency, availability, technical quality and system quality.
  
• Love for collaborating via code reviews and architecture discussions, and are motivated to improve their teammates’ productivity
  

Your 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. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. 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.

We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [email protected]. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. 

We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.