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About the Role

The Ambassador Routing & Channels (ARC) team is responsible for powering intelligent, differentiated service experiences within Airbnb Community Support, ensuring every support request is addressed by the right expert at the right time. This role will contribute to core routing and differentiated service programs, driving faster resolutions, higher quality interactions, and exceptional customer satisfaction.

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.
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.
Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness.
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.
Participate in on-call rotations, incident response, and post-mortems.
Engage in sprint planning, backlog grooming, and design doc sharing sessions.
Optimize system availability, performance, and scalability.
Collaborate with cross-regional engineering partners to align on shared routing capabilities.

Requirements

3+ 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.
Passion for agile development, system optimization, and team productivity enhancements.

Skills

Backend development
Service-oriented architectures
Workflow optimization
Scalable and flexible architecture
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

San Francisco, CA

Work Type

Hybrid

Experience Level

3+ years of software development experience

Education Level

Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, or equivalent practical experience.

Salary/Compensations

$162,000—$186,000 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.