Senior Software Engineer Community Support Engineering

The Community You Will Join:

Community Support Platform (CSP) is responsible for the world-class technology, architecture, and solutions that power Airbnb’s global community support operations. The products and solutions we build support our customers, front line agents, and the operations teams and are a key driver of enabling Airbnb’s core business. As a member of CSP, you will have an opportunity to impact every person who travels or hosts on Airbnb.

Under CSP, the Agent Routing and Case team has an opportunity for a Senior Engineer to help lead our initiatives. The team drives significant improvements to how customer issues are routed to agents, how we track the data, and how we improve the customer support experience.

The Difference You Will Make:

We are seeking a highly skilled and motivated engineer who is passionate about making a difference through their work. As Senior Engineer, you will work in a team of talented and diverse software engineers to build solutions that optimize the pairing of customer issues with agents. You will play a significant role in shaping the technical vision and then delivering a solution that is flexible, efficient and scales with the needs of the business. 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 automation, experimentation, analysis, and launch. You’ll be reviewing code and design docs, giving feedback on product specs and mocks.
• Build efficient and reusable backend components, with high quality, while making sure to maintain performance and scalable systems.
• Provide critical input in team roadmap and technical direction.

Your Expertise:

• 6+ years industry experience
• Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience
• Proficiency in one or more back-end server languages (Java/Kotlin/C++)
• Experience in building and scaling high-quality and high-traffic products (or systems).
• Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations
• Ability to evaluate technical approaches and design product solutions to solve real-world problems.
• Mentorship to junior developers

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.