{"_id":"1535d3e5-cb05-4514-81c8-4fa787e52e53","id":"97547cf2-bfd8-4da6-b01e-79ea3d081bc4","user_id":"1535d3e5-cb05-4514-81c8-4fa787e52e53","search_id":"8b2a9667-2762-4366-a079-8eafb34d7ff9","title":"Staff Software Engineer, Community Support Platform - Careers at Airbnb","url":"https://boards.greenhouse.io/airbnb/jobs/6366081","created_at":"2025-02-17T00:22:27.609Z","byline":null,"dir":null,"lang":"en-US","content":"

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Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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) team builds world-class tools for our team of Community Support ambassadors around the world, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year. Airbnb has a huge global operational staff that must scale with our user base. Our job is as challenging as it is exciting: we own the entire tech stack responsible for their success.

Some example projects we have shipped:

Resolution Center experiences that allow hosts and guests to resolve issues among themselves before involving Airbnb, e.g. AirCover for Host intake experience.
Agent tools that allow agents understand and solve the issues customers can’t resolve with themselves.
A backend development platform that enables instant creation of resolution experiences.
Integrations with AI systems to guide customers and agents through the resolution experiences.

Openings within CSP:

The Resolution Platform team empowers users to self-resolve issues, reducing the need for customer service intervention while ensuring seamless, secure financial transactions between guests, hosts, and Airbnb. Supporting a diverse range of platform personas—including hosts, guests, co-hosts, ambassadors, and third parties—the team enhances the Airbnb experience by streamlining the exchange of goods and services and effectively mitigating challenges that arise.

The Core Service Experience team has an opportunity for a Staff Engineer to lead and drive our backend initiatives. The team is responsible for the core software platform that empowers our global support agents. The work directly supports the agent experience and massively impacts the quality of service we provide to our guests and host.

The Integrated Knowledge Management team is foundational to creating a world class customer service experience. As a Staff Engineer on the Integrated Knowledge Management team, you will define and drive the technical strategy for building extensible platforms to enable Airbnb’s content and knowledge to be leveraged across users, both internal and external, and to serve as the authoritative knowledge source for Conversational AI and LLM applications.

The Difference You Will Make:

Our team develops the products behind the AirCover and Host-Guest resolutions experience across multiple verticals, including ambassadors tooling, AirCover user-facing claims flows, and intelligent automation and decisioning. You will develop machine learning approaches to understand our complex data landscape and drive structured insights. These insights will improve our ability to effectively resolve our customers’ issues and proactively identify process and workflow improvements. You will collaborate across engineering, data science, product, and operations teams. These initiatives have high visibility and opportunity for company-wide impact.

A Typical Day:

Working with cross-functional partners on Product and Design to triage, scope, and evaluate feasibility of proposed features and functionality
Identifying new opportunities for impact on system functionality, resiliency, and quality.
Mentoring engineers across the Community Support Platform Engineering team
Influencing cross-org Quality initiatives to reduce defect introduction rate, reduce incident detection time, and refine incident response processes
Being a collaborative teammate that can help elevate the rest of the engineering organization

Your Expertise:

9+ years of backend software development experience.
Strong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python)
Proven track record of delivering backend solutions in a collaborative environment, from ideation and planning to implementation and launch.
Experience with architectural patterns of large-scale systems, including well-designed APIs, high-volume data pipelines, and efficient algorithms.
Demonstrated ability to make data-driven decisions, articulate technical trade-offs, and communicate effectively with cross-functional partners.
Passion for creating robust solutions and a keen interest in data systems and analytics.
Bachelor's degree in Computer Science or related field, 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: reasonableaccommodations@airbnb.com. 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.

Pay Range

$204,000—$259,000 USD

Offices: United States

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","textContent":"\n\t\t\tAirbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.\nThe Community You Will Join:\nThe Community Support Platform (CSP) team builds world-class tools for our team of Community Support ambassadors around the world, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year. Airbnb has a huge global operational staff that must scale with our user base. Our job is as challenging as it is exciting: we own the entire tech stack responsible for their success.\nSome example projects we have shipped:\n\nResolution Center experiences that allow hosts and guests to resolve issues among themselves before involving Airbnb, e.g. AirCover for Host intake experience.\nAgent tools that allow agents understand and solve the issues customers can’t resolve with themselves.\nA backend development platform that enables instant creation of resolution experiences.\nIntegrations with AI systems to guide customers and agents through the resolution experiences.\n\nOpenings within CSP:\nThe Resolution Platform team empowers users to self-resolve issues, reducing the need for customer service intervention while ensuring seamless, secure financial transactions between guests, hosts, and Airbnb. Supporting a diverse range of platform personas—including hosts, guests, co-hosts, ambassadors, and third parties—the team enhances the Airbnb experience by streamlining the exchange of goods and services and effectively mitigating challenges that arise.\nThe Core Service Experience team has an opportunity for a Staff Engineer to lead and drive our backend initiatives. The team is responsible for the core software platform that empowers our global support agents. The work directly supports the agent experience and massively impacts the quality of service we provide to our guests and host.\nThe Integrated Knowledge Management team is foundational to creating a world class customer service experience. As a Staff Engineer on the Integrated Knowledge Management team, you will define and drive the technical strategy for building extensible platforms to enable Airbnb’s content and knowledge to be leveraged across users, both internal and external, and to serve as the authoritative knowledge source for Conversational AI and LLM applications.\nThe Difference You Will Make:\nOur team develops the products behind the AirCover and Host-Guest resolutions experience across multiple verticals, including ambassadors tooling, AirCover user-facing claims flows, and intelligent automation and decisioning. You will develop machine learning approaches to understand our complex data landscape and drive structured insights. These insights will improve our ability to effectively resolve our customers’ issues and proactively identify process and workflow improvements. You will collaborate across engineering, data science, product, and operations teams. These initiatives have high visibility and opportunity for company-wide impact. \nA Typical Day: \n\nWorking with cross-functional partners on Product and Design to triage, scope, and evaluate feasibility of proposed features and functionality\nIdentifying new opportunities for impact on system functionality, resiliency, and quality.\nMentoring engineers across the Community Support Platform Engineering team\nInfluencing cross-org Quality initiatives to reduce defect introduction rate, reduce incident detection time, and refine incident response processes\nBeing a collaborative teammate that can help elevate the rest of the engineering organization\n\nYour Expertise:\n\n9+ years of backend software development experience.\nStrong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python)\nProven track record of delivering backend solutions in a collaborative environment, from ideation and planning to implementation and launch.\nExperience with architectural patterns of large-scale systems, including well-designed APIs, high-volume data pipelines, and efficient algorithms.\nDemonstrated ability to make data-driven decisions, articulate technical trade-offs, and communicate effectively with cross-functional partners.\nPassion for creating robust solutions and a keen interest in data systems and analytics.\nBachelor's degree in Computer Science or related field, or equivalent practical experience.\n\nYour Location:\nThis 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.\nOur Commitment To Inclusion & Belonging:\nAirbnb 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.\nWe 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: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. \nWe 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.\n\n\nHow We'll Take Care of You:\nOur 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. \n\nPay Range\n$204,000—$259,000 USD\n\nOffices: United States\n\t\t","length":6512,"excerpt":"Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco …","siteName":"Careers at Airbnb","publishedTime":null,"positive":[],"negative":[],"username":"chovy"}

Staff Software Engineer, Community Support Platform - Careers at Airbnb

Posted: 6 days ago by chovy

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