Greenhouse ·
full-timeSenior Software Engineer, Assistance Engineering
Airbnb · San Francisco, CA
Airbnb is a global online marketplace that connects hosts offering unique stays and experiences with guests worldwide. Within its Community Support organization, the Ambassador Routing & Channels (ARC) team builds the backend services that route support requests to the appropriate agents and personalize the experience for high‑value customers. As a Senior Software Engineer on ARC, you will design, implement and maintain core routing infrastructure, including decision engines, workflow orchestration and rule management that handle millions of daily interactions. The role involves collaborating with product, design, data science and other engineering groups to deliver AI‑driven prompt improvements, consolidate fragmented routing logic, and ensure high availability and scalability. You will lead technical design, code reviews, and mentor junior engineers while participating in on‑call rotations, incident response and post‑mortems. The position suits engineers with six or more years of backend development experience in service‑oriented architectures, strong expertise in workflow optimization, and familiarity with LLM‑based routing, RAG patterns and prompt engineering. Strong communication and a collaborative mindset are essential.
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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: Providing world-class customer service for our community of guests and hosts is a critical mission at Airbnb. The Ambassador Routing & Channels (ARC) team sits within Airbnb Community Support and is responsible for powering intelligent, differentiated service experiences, ensuring every support request, across any channel, is addressed by the right expert at the right time. Our work directly drives faster resolutions, higher quality interactions, and exceptional customer satisfaction at scale. The Difference You Will Make: As a Senior Backend Engineer on the ARC team, you will contribute meaningfully across our core routing and differentiated service programs: Contribute to and lead engineering delivery on programs that enable intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing and communication channel capabilities. Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management. Ensuring high availability, correctness, and scalability across millions of daily support interactions. Help drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system. Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliver outcomes that improve the customer support experience. Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making. Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence. A Typical Day: Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness for routing and differentiated service experiences. Lead and contribute across the full development lifecycle: technical design, implementation, testing, experimentation, and production deployment. Contribute to a culture of engineering excellence by role modeling best practices in design, code quality, and cross-functional collaboration. Participate in on-call rotations, incident response, and post-mortems to ensure the reliability of routing infrastructure serving millions of Airbnb guests and hosts. Engage in sprint planning, backlog grooming, and design doc sharing sessions to keep ARC's delivery on track. Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency across AI-driven routing workflows. Collaborate with cross-regional engineering partners to align on shared routing capabilities and drive consistency across global support operations. Your Expertise: 6+ years of software development experience in service-oriented architectures and backend development. Expertise in workflow optimization and backend systems, with a focus on scalable and flexible architecture. Experience designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios. Familiarity with RAG patterns, memory routing, and agent planning. Proficiency in crafting backend systems focusing on technical quality, efficiency, and resilience. Excellent collaboration and communication skills to work effectively across teams and domains. Passion for agile development, system optimization, and team productivity enhancements. Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, 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
| Role | Senior Software Engineer, Assistance Engineering |
|---|---|
| Company | Airbnb |
| Location | San Francisco, CA |
| Compensation | Not disclosed |
| Posted | 2026-09-29 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Airbnb
Airbnb is a global platform that facilitates travel and accommodation by connecting guests with hosts. Since its inception in 2007, the company has grown from its first three guests to hosting 1.5 billion arrivals. The platform operates through a network of 5 million hosts who provide lodging options to travelers worldwide. Airbnb maintains a global creative community and emphasizes a flexible work environment for its employees, allowing them to live and work in various locations where regulations permit.
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