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Job Description

Airbnb Community Support Platform Senior Engineer, Agent Routing and Case

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.

The Community You Will Join:

Community Support Platform (CSP) is responsible for the world-class technology, architecture, and solutions that power Airbnb's global community support operations. The products and solutions we build support our customers, front line agents, and the operations teams and are a key driver of enabling Airbnb's core business. As a member of CSP, you will have an opportunity to impact every person who travels or hosts on Airbnb.

Under CSP, the Agent Routing and Case team has an opportunity for a Senior Engineer to help lead our initiatives. The team drives significant improvements to how customer issues are routed to agents, how we track the data, how teams of agents coordinate their work, and how we improve the customer support experience.

The Difference You Will Make:

We are seeking a highly skilled and motivated Full Stack engineer who is passionate about making a difference through their work. As Senior Engineer, you will work in a team of talented and diverse software engineers to build solutions that improve Airbnb agent productivity. You will play a significant role in shaping the technical vision and then delivering a solution that is flexible, efficient and scales with the needs of the business. Each individual brings their own unique skill set, experiences, thought leadership and technical expertise to solve these technical challenges for Airbnb.

A Typical Day:

Work cross-functionally with product, design, and other engineering counterparts to execute on product and business strategy to build novel products and features
Drive, lead, and contribute to the full development cycle: technical design, development, test, experimentation, analysis, and launch. You'll be reviewing code and design docs, giving feedback on product specs and mocks.
Provide critical input in team roadmap and technical direction.

Your Expertise:

6+ years of full stack software development experience
Proficient in at least one major programming language (preferably Java / Kotlin / Scala / Ruby on Rails / Python).
Experience with modern Javascript / TypeScript frameworks such as React, Preact, Angular, Next, Vue or Meteor.
Passion for delivering products end-to-end: from ideation through planning and scoping to implementation and experimental A/B testing.
Exposure to architectural patterns of large, high-scale web applications, such as well-designed APIs, high volume data pipelines, and efficient algorithms.
Passionate about design and building UX products. You bring flexibility to collaboration with design and product partners by presenting tradeoffs and iterating to the ideal solution.
Outstanding communication and interpersonal skills and detail oriented.
Bachelor's and/or Master's degree, preferably in CS, or equivalent experience.

Your Location:

This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. Click here for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from.

Our Commitment To Inclusion & Belonging:

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: 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.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.