Staff Software Engineer, Community Support Engineering

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 Staff GenAI Backend Engineer on the ARC team, you will drive meaningful impact across our core routing and differentiated service programs:

• Lead engineering delivery on strategic 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.
• 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.
• Play a critical role in building the team's technical depth by actively mentoring junior engineers, setting clear growth expectations, and driving a culture where engineers consistently level up.

• 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.
• Champion a culture of engineering excellence by role modeling best practices in design, code quality, and cross-functional collaboration, and creating an environment where engineers at all levels continuously grow.
• 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.

• 9+ 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.
• Expertise in designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios.
• Expertise of 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.

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.