Staff Software Engineer, Community Support Platform

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.

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 conversion, contact reduction, or quality and advocating for the staffing and prioritization of these opportunities
• 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 fullstack software development experience.
• Strong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python) and experience with modern frontend frameworks (e.g., React, Angular, Vue.js).
• Proven track record of delivering end-to-end products in a collaborative environment, from ideation and planning to implementation and launch.
• Experience with architectural patterns of large-scale web applications, 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 intuitive user experiences and a keen interest in data systems and analytics.
• Bachelor's degree in Computer Science or related field, or equivalent practical experience.
• Experience in developing low-code UI generators.
  

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.