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Staff Software Engineer, Community Support Platform



Software Engineering, Customer Service
San Francisco, CA, USA
Posted on Thursday, May 16, 2024

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:

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 Safety and Ambassador Productivity team has an opportunity for a Staff Engineer to help lead our initiatives. The team drives significant improvements to the agent workflows and agent tooling through AI and automation. Some products we delivered include AI augmented features such as case summarization, knowledge assistance leveraging Generative AI, and guided workflows that can be authored by business users.

The Difference You Will Make:

As Staff Engineer, you will work in a team of talented and diverse software engineers to build solutions that improve Airbnb agent productivity. 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, experimentation, analysis, and launch. You’ll be reviewing code and design docs, giving feedback on product specs and mocks.
  • Lead engineers—both inside and outside your immediate team—in building out these technical solutions
  • Mentor other engineers in developing their technical and collaboration skills
  • Nurture a culture of technical quality from design, through code review, to production operations

Your Expertise:

  • 9+ years of relevant software development experience in a fast paced tech environment.
  • Strong expertise with backend systems in large-scale service-oriented architectures
  • Experience with frontend or full stack development
  • Excellent communication skills and the ability to work well within a team and with teams across the engineering, product & design organizations
  • Passionate about efficiency, availability, technical quality and system quality.
  • Love for collaborating via code reviews and architecture discussions, and are motivated to improve their teammates’ productivity
  • Bachelor’s and/or Master’s/PhD degree, preferably in CS, or equivalent 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: 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