דרושים Staff Software Engineer Community Support Engineering ב-Airbnb ב-ארהב

Your day-to-day responsibilities includes:

• Collaborate with the other engineering teams across the stack while working closely with counterparts within Knowledge Graph, Search, Listings, Trips, and others to build scalable and high quality platforms and foundations.
• Work closely with cross functional partners to define and execute on products and features that enable our guests and hosts to set up their accounts and profiles quickly and easily.
• Build efficient and reusable backend components, architect reliable, performance and scalable systems.
• Evaluate and prototype new technologies and techniques that can enable faster iterations and execution across our tech stack.
• Mentor and support other engineers in the team or in related teams.

• 3+ years industry experience
• Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience
• 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.
• Ability to drive alignment, manage projects and effectively collaborate with stakeholders.

Offices: United States

The Difference You Will Make:

The Specialist, Premium Support functions on the front line interacting directly with both customers & internal stakeholders. As a CS Specialist, Premium Support, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will primarily take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. CS Specialist, Premium Support needs strong communication skills in English and Portuguese, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. As part of this role, you are required to be flexible and may be required to move to different teams within Community Support and/or take up different responsibilities from those set out below. The ideal candidate will be open to a role which will evolve based on business needs and will be flexible to meet those needs.

A Typical Day:

The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.

Complex case management: Provide the highest level of service to our community in each and every case

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
• Take end-to-end ownership of all assigned cases: ensuring a completefinal
• Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
• Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work
• Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention

• Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb
• Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalize communications to users, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Provide insights about community experience and continuous improvement opportunities to your Management
• Help document ways of working, best practices, and the norms for your service(s) as requested by management
• Provides technical/functional/SME to less experienced members of the team.
• Shares ideas to improve processes and ways of working
• Willing to take on various tasks and responsibilities as needed (including moving teams) and showing openness to new challenges and a proactive approach to work.

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displays flexibility, openness and approachability when resolving issues
• Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics
• You are on-call to handle emergency situations in the evenings & weekends

Your Expertise:

• 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
• Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
• Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
• Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders.
• Active listening skills to understand guest needs and provide personalized recommendations and assistance.
• Empathy and patience in dealing with customers, especially in high-pressure situations.
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time.
• Passion for delivering exceptional customer service and setting a high bar.
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively.
• Ability to adapt to new tasks and responsibilities as needed.
• Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
• Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools.
• Language proficiency in English and Portuguese, written and spoken, other languages are a plus.

Offices: Nevada, United States

The Community You Will Join:

an Android Studio plugin to supercharge IDE & Sync performance, among many others.

A Typical Day:

• Collaborate with team members & cross functional partners to identify opportunities for improving our developers’ productivity.
• Drive roadmap projects and deliver high quality results to further our mission.
• Improve our existing frameworks & build system to deliver on our ambitious vision.

Your Expertise:

• 9+ years of industry experience building Android apps using Kotlin.
• Experience building frameworks and build-systems (using Gradle, Bazel, etc.)
• Deep technical understanding of how dependency injection systems work (e.g. Dagger)
• Experience building code generation tools (e.g. annotation processors, KSP, Kotlin compiler plugins)
• Experience working in medium to large-scale codebases.
• [Nice to have] 2+ years of experience using Jetpack Compose.
• [Nice to have] Experience building Android Studio / IntelliJ IDEA plugins.
• [Nice to have] Experience using Compose for desktop.
• Ability to travel to the San Francisco office for about a week each quarter for gatherings.

Offices: United States

The Difference You Will Make:

• Establish and champion a high-performing engineering culture focused on technical excellence, strong ownership, and inclusion.
• Partner closely with product leaders, operations, and cross-functional stakeholders to translate and influence business priorities into technical strategy and deliverables.
• Drive the adoption of agile, iterative development processes that consistently deliver high-quality, predictable outcomes.
• Coach and mentor engineers and other leaders, elevating talent and fostering an environment of continuous learning.
• Shape and execute on the ARC strategy, modernizing the platform to meet the aspirations of differentiated and resilient global support.
• Help ensure business priorities and technical investments are balanced to delivery long term health of systems.
• Manage, grow, and inspire a distributed team of engineers working on large-scale systems at the core of Airbnb’s customer support experience.

Exciting Projects You Will Lead:

• Project Vicarius: A groundbreaking initiative that provides disaster recovery and regional failover capabilities for customer support. Vicarius ensures that even during major regional or infrastructure outages, ambassadors can continue to serve guests and hosts by intelligently routing critical interactions, especially safety cases, to available teams in alternate regions with minimal disruption.
• Differentiated Service: Build and scale the AI powered systems that deliver differentiated, personalized support to our most valued customers. This enables targeted experiences—such as expedited assistance for premium guests or specialized handling for critical issues—by deeply integrating customer attributes and ambassador skills into routing decisions.
• Routing 2.0: Lead the transformation from complex, queue-based routing to a modern, skills-based and data-driven intelligent routing engine. Routing 2.0 dramatically reduces operational complexity and unlocks more adaptive, intelligent, and efficient assignment of cases to the best-suited ambassadors based on skills, proficiency, and business goals. This project has the potential to transform how business manages routing with strategic investment in a system that can auto balance capacity (available agents) and demand (incoming contacts) to make dynamic decisions that enhance community experience.
• Skill-Based Routing:Implement a sophisticated skills and proficiency framework that matches every customer inquiry with the best-equipped ambassador. This strategic shift from static queues to dynamic agent attributes enables faster resolution, higher customer satisfaction, and more effective utilization of our ambassador workforce.

Your Expertise:

• Proven engineering leadership experience (ideally 5+ years managing engineers, with at least 2+ years at a manager-of-managers level).
• Deep expertise in large-scale backend systems, distributed services, or enterprise applications—preferably in the customer support or communications domain.
• Hands-on experience establishing agile, iterative engineering processes and driving continuous improvements in quality and predictability.
• A strong track record of influencing cross-functional outcomes and building trusted partnerships with Product, Operations, and Data teams.
• Demonstrated success in strong engineering culture with accountability and ownership around core engineering tenants such as quality, availability and scalability of solutions
• Excellent communication skills and a demonstrated ability to lead, inspire, and grow high-performing technical teams.
• A passion for delivering delightful experiences for both end-users and internal stakeholders.

Offices: United States

A Typical Day:

• Work closely with Android and iOS engineers on the team to develop foundational, cross platform solutions.
• Partner with Airbnb product teams to understand their pain points, pilot proposed solutions, and drive adoption of paved path tooling and frameworks.
• Collaborate with a wide variety of infrastructure teams as well as support product foundation teams as they build additional capabilities on top of the team’s offerings.
• Participate in all phases of software development from architecture/design through implementation, testing, and on-call.

Your Expertise:

• 8+ years of industry experience.
• Extensive experience working with TypeScript to develop web applications, including designing and integrating with GraphQL and REST APIs.
• Proven track record working on an Infrastructure or Platform team supporting medium to large engineering organizations.
• Excellent engineering and coding skills, with a solid understanding of client networking, performance optimization, caching strategies, client storage solutions, and asynchronous programming.
• Experience mentoring and growing junior engineers and driving best practices for web client development.
• Motivation for personal growth and a commitment to learning new technologies to support the team’s evolving needs.
• Interest in innovations within the web industry and a passion for staying current with emerging trends.
• Interest in developing internal tooling and CLI (command line interface) applications. Experience building agentic AI solutions is a plus.

Offices: United States

The Difference You Will Make:

As a Senior Engineer in Pricing and Availability, you’ll lead large projects spanning engineers, services, and products. You will transform business needs into technical requirements, drive scoping, and lead implementation while coordinating with stakeholders and peer teams. And, importantly, you’ll mentor and support engineers on our team.

At the Senior Engineer level, you’ll help lead the development and refinement of major new features on Airbnb. This includes shaping desired product goals into a viable guest user experience, while also helping increase developer velocity by preserving technical quality on critical surfaces for the Airbnb guest experience.

A Typical Day:

• Explore, shape, and develop new product experiences alongside cross-functional partners (design and product); from ideation to implementation at scale
• Lead investments into new technical capabilities that push the envelope and unlock product innovation
• Nurture a culture of happy healthy teams including supportive feedback, technical quality, and having fun
• Identify and propose solutions to problems that might otherwise create dissonance between technical and product engineering excellence
• Collaborate with internal teams across Search, Checkout, Reservations, Host Settings, Listings, Payments, Tax, Cities, Trust and others

Your Expertise:

• 5+ years of relevant software development industry experience in a fast-paced tech environment
• Excellent communication skills and the ability to work well within a team, and across teams, at Airbnb
• Ability to drive alignment, manage projects and effectively collaborate with stakeholders.
• Capable of making data driven decisions and articulating tradeoffs in any technical decisions.
• Strong programming (Scala / Python / Java/ C++ or equivalent) skills for hands-on IC work
• Passion to level-up those around you through curiosity and fostering a collaborative and inclusive team environment

Offices: United States

The difference you will make:

As a member of this team you would be working with talented engineers on building infrastructure to solve cutting edge experimentation problems. The primary focus of this position will be on our platform’s results computation stack, consisting of data pipelines, a grammar for experimentation, and an analysis engine. You will bring a deep understanding of data processing, API design and experimentation methodology to help us reliably and accurately calculate results at scale, and to push the boundaries of what we can learn from experiments. The stack you would be working with consists of technologies like Spark, Trino, Python, and Airflow.

A typical day:

• Work to build, maintain, optimize and extend complex and large scale data processing pipelines.
• Contribute to Airbnb’s library for flexible and extensible on-demand analysis of experiments.
• Partner with teams across the organization to improve the impact of experimentation across the company. Participate in all phases of software development of the overall platform from architecture/design through implementation, testing, and on-call.
• Work closely with Data Science partners to implement sophisticated statistical methodologies into the platform.

• Participate in experiment reviews to understand how our customers use our infrastructure, identify areas for improvement and learn about features rolling out across the company.

Your expertise:

• 9+ years in a hands-on software engineering role, shipping high quality code to production, especially for high scale, distributed systems, data pipelines, and/or analytical libraries.
• Experience with at least one modern, general programming language (e.g. Python, Java)
• Experience with scientific/statistical computation, especially involving online experimentation
• Experience building software with ergonomic interfaces and great developer experience, especially for technical data users (e.g. data scientists).
• Experience with at least one modern “big data” technology (e.g. Spark, Dataflow)
• Strong SQL skills - you should be able to “go deep” when debugging or optimizing.
• [Nice to have] Experience building frameworks which generate data pipelines at scale.
• [Nice to have] Experience with a distributed stream processing framework (e.g. Flink, Kafka, Dataflow)

Offices: United States