Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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 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.
Our CS Product team's vision is to deliver a seamless user experience by integrating AI with our support ambassadors' expertise. This role focuses on converging Software Engineering and cutting-edge Gen AI techniques to create significant product impact for internal and external customers. Key responsibilities include crafting AI prompts, implementing RAG, performing model fine-tuning, designing AI orchestration workflows, dataset engineering, and shaping innovative GenAI-based backend systems efficiently and at scale. This role is pivotal in revolutionizing Airbnb's approach to customer service.
The Difference You Will Make:
- You will work with a team of talented and diverse software engineers to deliver innovative backend solutions and prompt systems that enhance AI-driven workflows for customer service. Utilizing your expertise, this role will involve designing efficient systems, tools, and actions to empower AI capabilities seamlessly to automate and support the end to end workflow of our CS ambassadors. Each team member brings unique skills, thought leadership, and technical expertise to address these challenges.
A Typical Day:
- Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness.
- Drive the technical vision and strategy for workflow and backend optimization.
- Lead and contribute to the full development cycle: technical design, implementation, testing, experimentation, and deployment.
- Participate in code and design reviews, offering constructive feedback to improve technical quality.
- Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency.
Your Expertise:
- 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.
- Expertise in integrating LLMs with APIs, vector databases, and orchestration framework.
- 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.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
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