Staff Software Engineer, CSP Core Service Experience

The Community You Will Join:

Community Support Platform (CSP) is a key driver in enabling Airbnb's core business. Community Support Engineering builds world-class tools for our team of Community Support ambassadors around the world as well as our operations teams, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year.

You will be joining the Core Service Experience team, which is responsible for building and maintaining the overall product experience for the core software application and tooling that our global team of 18,000+ support ambassadors use every day to do their jobs. This is an opportunity to drive innovation for Airbnb's customer support systems, leveraging data from across our systems and technologies like GenAI to improve functionality for our ambassadors, and by extension, provide a world-class experience for our guests and hosts.

The Difference You Will Make:

In this role, you will have the opportunity to work with teams across CSP and across the entire company. Your backend engineering, systems architecture, data, and GenAI skills will enable you to help drive product direction, create technical designs, lead product initiatives, and build cutting edge features for Airbnb's customer support tooling. Working closely with Product and others on the team, you will help define the roadmap and feasibility of product direction. Your mentoring of other engineers on the team and across the org will help build their skillsets and grow their careers.

A Typical Day:

As a Staff Software Engineer on the Core Service Experience team, you will:

• Provide thought leadership, define strategy, influence cross functional collaboration and drive architectural decisions.
• Lead multi-team technical initiatives, and work cross-functionally to identify opportunities for business impact, refine, and prioritize requirements for engineering systems.
• Architect and implement complex features, focusing on data-driven decision making and performance optimizations.
• Leverage your knowledge of data and GenAI to work with ML engineering, help drive product direction, and implement cutting edge product features.
• Lead efforts with other engineering teams to advance Airbnb’s engineering processes and technical foundations
• Drive systemic improvements by identifying patterns to streamline development, reduce toil and increase technical quality and operational excellence over time.
• Mentor and provide technical guidance to junior engineers through design reviews, code walkthroughs, and knowledge-sharing sessions, fostering a culture of knowledge sharing and continuous learning.

Your Expertise :

• 11+ years of experience in a hands-on software engineering role.
• Bachelor’s and/or Master’s degree, preferably in Computer Science, or equivalent experience
• Experience with data systems, working with ML engineering, and leveraging GenAI to build product features or streamline development processes.
• Technical leadership: hands on experience leading project teams, setting technical direction and strategy and mentoring engineers.
• Passionate about efficiency, availability, technical quality and system quality.
• Passion to level-up those around you through curiosity and fostering a collaborative and inclusive team environment.
• Proven experience in defining product/technical strategy and driving alignment with cross-functional leaders and stakeholders.
• Strong communication and collaboration skills with experience driving initiatives that span across teams, departments and leadership. 

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.