Senior Software Engineer, Community Support Engineering

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