Airbnb Senior Staff Software Engineer Community Support Engineering 

United States 

760803937

The Difference You Will Make:

• We're seeking a Senior Staff Engineer who thrives at the intersection of technical depth , architectural thinking , and mentorship . In this role, you’ll lead complex projects, guide long-term technical strategy, and raise the bar for engineering quality across the Community Support organization.
• You’ll collaborate with cross-functional leaders, build resilient systems that operate globally at scale, and help evolve the foundational building blocks behind AI-powered customer support.

While this role won’t own every project below, they highlight the
breadth and depth of work across our group, and where your leadership may be needed:

• Building a unified, platform-native case management system (AirCase), abstracted via Viaduct APIs and replacing legacy CRM systems.
• Designing scalable AI workflow orchestration to power agent co-pilot tools and intelligent response automation.
• Modernizing our Delivery Management Console (DMC) to include real-time performance insights, outlier detection, and agent coaching tools.
• Establishing shared data foundations to enable AI/ML solutions, feedback loops, and personalization across the support journey.
• Delivering next generating matching capabilities ( Routing) so incoming customer contacts are matched to the best agents using AI and Intelligence to deliver personalized and differentiated support experiences

A Typical Day:

• Design and implement significant portions of key backend systems and services that are reliable, performant, and scalable.
• Drive architectural reviews and contribute to design decisions that influence long-term direction.
• Collaborate with other senior technical leaders to define and evolve shared frameworks and technical strategy.
• Uplevel engineering quality through design/code reviews, mentorship, and hands-on implementation.
• Lead conversations that align technical efforts with business outcomes and product priorities.
• Establish and evangelize best practices in reliability, observability, testing, and development velocity.
• Help synthesize insights from incidents and system data into architectural improvements.
• Represent Community Support Engineering in technical forums across Airbnb and shape best practices.

Your Expertise:

• 12+ years of software engineering experience, including deep expertise in backend or platform systems.
• 5+ years as a Tech Lead or Architect on high-impact, cross-functional projects.
• Proven experience building large-scale, distributed systems—especially ones that handle real-time data or internal tooling workflows.
• Strong coding background in Java and familiarity with scalable service and API design patterns.
• Deep understanding of cloud infrastructure (AWS preferred) and CI/CD practices.
• Experience with CRM platforms (e.g. Salesforce) and customer support domains is a plus.
• Passion for mentoring, sharing knowledge, and growing others.
• Excellent communication and collaboration skills, with the ability to influence across orgs.

Offices: United States