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About the Role
The ARC team within Airbnb Community Support powers intelligent, differentiated service experiences, ensuring every support request is addressed by the right expert at the right time. This role contributes to programs that improve customer satisfaction through faster resolutions and higher quality interactions.
Responsibilities
- 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.
- Help drive consolidation of fragmented routing logic 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.
- 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.
Requirements
- 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.
Skills
- Backend development
- Service-oriented architectures
- Workflow optimization
- Scalable and flexible architecture design
- Prompt engineering
- AI/LLM-driven scenarios
- RAG patterns
- Memory routing
- Agent planning
- Technical quality
- Efficiency
- Resilience
- Collaboration
- Communication
- Agile development
- System optimization
- Team productivity enhancements
Location
- US - Remote Eligible
Work Type
- Remote
Experience Level
- Senior
Education Level
- Bachelor's degree
- Master's degree
- Ph.D. degree
- Equivalent practical experience
Salary/Compensations
- $196,000—$227,000 USD
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
About the Company
- 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.
Equal Opportunity
- 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.