Jobs in India

The Difference You Will Make:

As a member of the network infra team, you will be working with talented engineers on cutting edge technologies of cloud native network stack from Layer3 - Layer7. You will contribute to the key infrastructure components that connect all Airbnb users and services across the globe. You will have the chance to define and influence large infrastructure initiatives such as global traffic load balancing and disaster recovery, next-gen service mesh, cross-region gateways and edge security etc.

A Typical Day:

• Work with open source communities (e.g. istio) to build the next generation service mesh for all Airbnb back-end services;
• Build the cross-region gateways and load balancers for global Airbnb services;
• Work with external partners and internal engineering and security teams to deliver edge security systems that protect Airbnb services;
• Design the multi-region network architecture on public clouds, and build software and operation tools to manage Airbnb’s production network;
• Work with product and engineering teams to optimize the network performance for Airbnb services;

Your Expertise:

• FLUENCY IN ENGLISH REQUIRED
• 5+ years of relevant software development industry experience in a fast paced, high growth tech environment.
• Expertise with virtual network architecture on public cloud providers (e.g. AWS, GCP, Azure) and their network service offerings (e.g., VPC, Security Group, PrivateLink and related products.).
• Experience running large scale networking systems and software (e.g. Edge proxies, DNS, CDN, network gateways), experience working with istio, Envoy is a plus.
• You are a full-cycle developer: strong ownership and experience building and operating high-scale, distributed systems across the full software life cycle.
• You have excellent communication skills and the ability to work well within a team and with teams across the engineering teams.
• You are a strong problem solver and have led a team that is on-call for production infrastructure before.
• You are passionate about efficiency, availability, technical quality and system quality.

Airbnb Cloud Infrastructure in the Media:

• Zero-downtime Istio upgrades across thousands of pods/VMs – - 2025
• KubeCon+CloudNativeCon 2024, , Edie Yang, .
• KubeCon+CloudNativeCon 2024, , Jingming Guo
• The Airbnb Tech Blog 2023, , Ying Zhu
• KubeCon+CloudNativeCon 2022, , Kevin Leimkuhler, Doug Jordan.
• -2022
• KubeCon+CloudNativeCon 2021, . Weibo He, Stephan Chan.
• -2021
• - 2021
• - 2020
• - 2019
• - 2020
• - 2020
• - 2020

Offices: Brazil

The Difference You Will Make:

• Data thought partner to product and business leaders across marketplace teams through providing insights, recommendations, and enabling data informed decisions.
• Drive day to day product analytics and build scalable analytical solutions
• Develop a deep understanding of how guests and hosts interact with our CS products including but not limited to AI Assistant, IVR and other agent assisting tools to improve the customer experience.

A Typical Day:

• Owning the product analytics roadmap, prioritisation & delivery of solutions in the Contact Center Product space.
• Own projects from start to end: building out timelines, key milestones, providing regular updates to product managers, analytics management and delivery against agreed timelines.
• Lead end-to-end measurement for AI systems, aligning metrics with business outcomes, user experience, and trustworthiness
• Collaborate with engineering to define scalable logging and ensure observability across agentic and LLM workflows.
• Lead the design and evaluate A/B and causal tests to quantify impact of AI features and optimisations.
• Translate insights into strategic recommendations for senior leaders; shape product priorities through data.
• Hire, mentor and up-level team capability in AI analytics, experiment best practices and storytelling.

Your Expertise:

• Min 8 or more years in industry experience and a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).
• Expert communication and collaboration skills with the ability to work effectively with internal teams in a cross-cultural and cross-functional environment. Ability to conduct rigorous analysis and communicate conclusions to both technical and non-technical audiences
• Strong expertise in Python, SQL, A/B testing platforms and best practices
• Expertise in EDA, hypothesis testing, significance testing, regression, clustering techniques, concepts of NLP/Text Mining, machine learning and deep learning techniques, language model fine-tuning etc
• Understanding of LLM architectures (e.g., prompt chains, retrieval augmentation, orchestration frameworks like LangChain or DSPy).
• Data engineering foundations, including ability to work with data engineering teams on pipeline design, metric computation jobs, data model changes, and maintaining reliable end-to-end metric systems
• Familiarity with Agentic AI systems, human-in-the-loop design, and AI observability best practices
• Experience partnering with internal teams to drive action and providing expertise and direction on analytics, data science, experimental design, and measurement.
• Experience designing and building metrics, from conception to building prototypes with data pipelines
• Familiarity with vector stores, embeddings, prompt instrumentation, and structured logging of LLM interactions would be a plus
• Contact center domain and market place domain knowledge would be a plus

Offices: Bangalore, India

The Community You Will Join:

• You’ll collaborate with a diverse group of professionals who are passionate about adult learning, curriculum development, and instructional technology.
• You’ll be part of a supportive environment that values knowledge sharing, creative solutions, and continuous improvement.
• You’ll work alongside colleagues who encourage personal and professional growth, fostering a culture of inclusion and innovation.
• You’ll help create engaging learning experiences that empower individuals and teams to reach their full potential at Airbnb.

The Difference You Will Make:

• The ideal candidate will collaborate with subject matter experts to design, develop, and implement innovative instructional materials for online courses and learning pathways.
• The instructional developer will be responsible for creating engaging content that meets learning objectives using authoring tools and learning management systems (LMS).
• The role involves evaluating the effectiveness of instructional content through assessments and knowledge checks, and revising materials based on learner feedback.

A Typical Day:

• Conduct learning needs assessments and apply appropriate instructional design models, such as ADDIE and SAM, to design content
• Collaborate with key stakeholders to develop engaging and effective instructional materials for online courses, training programs, and in-person learning experiences
• Design and develop elearning modules, using authoring tools such as Articulate 360 (Rise and Storyline), Synthesia, video creation tools, and simulation software
• Manage project timelines and coordinate with the project team to ensure timely delivery of all course materials
• Create interactive storyboards, simulations, and multimedia elements that enhance the learning experience
• Revise and update instructional materials based on learner feedback, performance metrics, and evolving project goals
• Ensure that all instructional content is aligned with learning objectives, design principles, and best practices for online learning
• Collaborate with cross-functional teams, including project managers, developers, and stakeholders, to meet organizational goals
• Focus on continuous knowledge enhancement in adult learning principles and new developments

Your Expertise:

• Proven experience in instructional design, course development, and course design for online learning environments for the last 2-4 years
• Expertise in using authoring tools such as Articulate products and Video Products (like Synthesia and Vyond)
• Strong understanding of learning theories, instructional design models (such as ADDIE), and design principles
• Proficiency in LMS platforms, similar systems
• Excellent communication skills and ability to work with subject matter experts, stakeholders, and team members to meet project objectives
• Strong project management skills, with the ability to manage multiple projects simultaneously
• Experience in creating interactive content, including storyboards, simulations, and multimedia elements
• Ability to analyze learning needs and develop innovative learning solutions
• Experience in developing instructional materials for higher education, corporate training, and government agencies.

Offices: Gurugram, India

The Community You Will Join:

You will work cross-functionally Supporting Trust initiatives, with the Support of Product, Service Managers, Regional Operations Managers, Operations Change Management, and Shared Services to deliver successful improvement projects with measurable positive impact and also transition these solutions to operations for sustained results.

The Difference You Will Make:

• Build problem solving skills and capability within the teams through workshops, learning forums, playbooks
• Drive culture of continuous improvement within the teams
• Socialize Continuous Improvement with the stakeholders, understand the Key business requirements and build the CI strategy around them.
• Educate, build awareness and Program manage continuous improvement, FMEA framework. Identify risks & opportunities, create controls and build plans for implementation, Support business in setting up risk free operations / mitigate risks.
• People Management: Coach & mentor team members for enhanced roles and responsibilities, career growth, and Overall Development
• Streamline overall ways of working and identify opportunities for improvement
• Identify high impact opportunities, problem solve through data and process re-design and lead them to delivery

Strategy & Culture Building

• Develop and drive a culture of continuous improvement aligned with business objectives.
• Lead the CI strategy by identifying key business requirements and embedding structured problem-solving frameworks.

• Socialize the value of CI with stakeholders and establish it as a key lever for business growth.

Capability Development

• Build CI capabilities within teams via learning forums, workshops, and playbooks.
• Mentor and coach teams on RCA, Lean Six Sigma and FMEA frameworks.

Project Leadership

• Lead high-impact initiatives from concept to implementation using data, stakeholder insights, and cross-functional collaboration.
• Use project management methodologies to ensure timely and effective delivery of outcomes.

Operations Excellence

• Identify process gaps and lead re-design efforts to streamline ways of working
• Leverage large datasets for root cause analysis and influence business decisions with storytelling and insight-driven presentations.
• Translate business strategy into executable, scalable process improvements.

People Leadership

• Inspire and lead a team of Quality evaluators, driving their growth and readiness for future leadership roles.
• Foster a high-performance culture by aligning individual goals with organizational outcomes.

Your Expertise:

• A minimum of 6+ years of experience in call centre quality management, Continuous Improvement, Process Design, process re-engineering and/ or operations..
• Any Post Graduate/graduate
• Strong stakeholder management skills
• Proven track-record of developing and delivering support with positive impact to business metrics
• Experienced in project management and engaging with cross-functional teams to successfully achieve business goals
• Comfortable with large data sets, able to derive insights and storytelling through presentations.
• Excellent analytical capability & ability to translate strategy into onground implementation
• Self starter comfortable working in ambiguous situations
• Excellent Storytelling capabilities
• Certified Lean Six Sigma Black Belt/PMP preferred
• Good understanding of the Industry relevant automation tools & Technologies. - Preferred
• Experience of working/ collaborating with product teams to bring improvements/ impact - preferred
• Design Thinking Practitioner, Agile/Project Management certification is a plus

:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security:

Offices: Gurugram, India

Senior Software Engineer, Trust & Safety

A Typical Day:

• Design, implement, and operate resilient and scalable distributed systems
• Work collaboratively with cross-functional partners including software engineers, product managers, operations and data scientists, identify opportunities for business impact, understand, refine, and prioritize requirements for engineering systems, drive engineering decisions, and quantify impact.
• Hands-on prototype, develop, productionize, and test solutions and defenses to existing and emerging fraud trends.
• Mentor other engineers in developing their technical and collaboration skills
• Advocate and participate in efforts to advance Airbnb’s engineering processes and technical foundations.

Your Expertise:

• 7+ years of industry experience
• BE OR B.tech in Computer Science, a related field, or equivalent work experience
• Strong programming in Python / Java/ C++ or equivalent, DSA - Data structure and Algorithm and data engineering skills
• Experience in building and scaling high-quality and high-traffic products (or systems).
• Ability to evaluate technical approaches and design product solutions to solve real-world problems.
• Passionate about AI with experience and strong grasp of current trends in Generative AI, LLMs, and related technologies.
• Experience with the Trust and Risk domain is a plus.

Offices: Bangalore, India

The Community You Will Join:

• The core work of Senior Aircover Specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance
• The AirCover team is responsible for providing Community Delight to our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We will develop a deep empathy and understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

The Difference You Will Make:

• You will be a part of the team to drive operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community.
• You will think critically to evaluate our policies and procedures and work to identify opportunities to improve performance and better optimize the experience for our customers.

A Typical Day:

The core work of Senior Aircover Specialist is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance. Property Security specialists are broadly accountable for the following activities and responsibilities:

• Handle the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work.
• Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
• Working closely with stakeholders to align on case strategy.
• Compiling incident reports at the direction of leadership.
• Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers.
• Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.
• Effectively collaborate with and monitor third party claims administrators.
• Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.
• Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research.
• Maintaining high levels of confidentiality while performing investigations.
• Maintain professional relationships with colleagues.
• Embody Airbnb Core Values and exhibit Diversity and Belonging ethos and behaviours.

Secondary Function: Dedicated to project work, supporting leadership on the execution of Change Management and other initiatives.

• Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals.
• Acting as a mentor and advisor/SME for new hires and partners.
• Actively participating in cross-collaboration projects within the AirCover org.
• Work closely with the Product Team as a Subject Matter Expert to test, refine, ideate, and deploy new internal products.
• Attending functional business reviews as required.

Additional Duties and expectations:

• Handling cases and escalations with increased complexities including stakeholder notifications and payment thresholds.
• Be an innovator - Think out of the box to solve problems, make process seamless and easy for all users, save cost
• Engage and participate in global and internal brainstorming sessions to bring forward issues and possible solutions.
• Support new projects, pilots and segments
• Assist in answering and supporting partner queries on partner slack channel
• New hire mentoring and support during training, nesting and ramping periods.
• Participate in training support when required (e.g outbound call roleplay)
• Focus on fully understanding and assisting peers in understanding and adhering to policies and workflows.
• Provide case support to peers and associates (case consults, payout thresholds, etc).
• Sharing best practices in reaching & maintaining high performance (SLAs, SPD, Quality).
• Assume POC roles in relevant areas where the business requires.
• Contribute to and take part in key initiatives to drive the business forward where the business requires.
• Perform relevant Team Coordinator duties when the business requires, including team approvals and consults.
• Develop and leverage strong Stakeholder management skills to communicate and collaborate with internal and external stakeholders in a professional, timely manner.
• Demonstrate proactiveness in identifying gaps in workflow, process and policies and in problem solving including providing upward feedback where needed.

Your Expertise:

• Language proficiency in English
• Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
• 1-3 years of experience in claims and dispute resolution, Insurance claims, conflict resolution, fraud or risk investigations, and/or crisis management.
• 2+ years of experience in customer service with calling experience
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
• Excellent time management, negotiation and conflict resolution skills.
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset.
• Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.
• Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
• Ability to learn and adapt to new technologies
• Working with leadership to develop and enhance internal policies, processes and tools.
• Bachelor’s Degree or equivalent.
• Additional insurance investigation or program management experience are a plus.

Preferred:

• Experience handling insurance claims, especially in the field of first party property or liability claims
• Understanding of ‘Third Party Administrators/Adjusters’

Hybrid Work Requirements & Expectations:To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:

• Workspace : A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity : During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Offices: Gurugram, India

The Community You Will Join:

The CRM Engineering team builds world-class tools that drive growth and foster meaningful relationships between Airbnb and its community, including Hosts, Guests, Law Enforcement, Government Regulators, Local Community Leaders, and more. This team tackles some of the most challenging and unique problems faced by our business. Here are a few examples:

• Growth Platform: Designed to increase supply and retain existing hosts.
• Policy Platform: Enables Airbnb to engage with regulatory bodies across the globe regarding short-term rental regulations. This platform tracks regulations that impact the Airbnb business and provides intelligence to address unique business challenges.
• Community Platform: Establishes a social platform to drive community enablement, collaboration, and success.
• Agent Tools: Empowers agents to understand and resolve issues that customers are unable to address on their own.
• Aircover Claims Platform: Facilitates the processing of claims for Aircover insurance products, offering protection to both hosts and guests.

A Typical Day:

• Design the future state of our technical systems by combining a strategic understanding of our highest level product goals with a deep understanding of our existing systems to inform the right technical and product tradeoffs for both short and long term
• Lead engineers—both inside and outside your immediate team; in building out these technical solutions
• Participate in the development of product and UX requirements by engaging early and often with designers, product managers and other stakeholders to help steer teams on the most efficient path towards overall goals
• Nurture a culture of technical quality from design, through code review, to production operations
• Mentor other engineers in developing their technical and collaboration skills
• Identify and propose solutions to problems coming in the way of technical and product engineering excellence
• Collaborate with internal teams across the tech community, Hosting, Guest and Mobile and data engineering.

Your Expertise:

• 9+ years of relevant software development industry experience in a fast-paced tech environment
• Strong proficiency in at least one major backend programming language (e.g., Java, Kotlin, Scala, Python) and experience with modern frontend frameworks (e.g., React, Angular, Vue.js)
• Proven track record of delivering end-to-end products in a collaborative environment, from ideation and planning to implementation and launch
• Experience with architectural patterns of large-scale web applications, including well-designed APIs, high-volume data pipelines, and efficient algorithms
• Demonstrated ability to make data-driven decisions, articulate technical trade-offs, and communicate effectively with cross-functional partners
• Passion for creating intuitive user experiences and a keen interest in data systems and analytics
• Good judgment in making tradeoffs to balance short-term business needs with long-term technical quality
• Strong understanding of how deep backend systems are expressed in the UX shown to customers
• End-to-end mentality that transcends team boundaries and helps find globally optimal solutions
• Excellent communication skills and the ability to work well within a team and with teams across the engineering organization
• Passionate about efficiency, availability, system quality and user experience
• Passionate about building AI-driven applications that deliver innovative and impactful solutions

Offices: Bangalore, India