Staff Software Engineer, Community Support Engineering

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: Providing world-class customer service for our community of guests and hosts is a critical mission at Airbnb. The Ambassador Routing & Channels (ARC) team sits within Airbnb Community Support and is responsible for powering intelligent, differentiated service experiences, ensuring every support request, across any channel, is addressed by the right expert at the right time. Our work directly drives faster resolutions, higher quality interactions, and exceptional customer satisfaction at scale. The Difference You Will Make: As a Staff GenAI Backend Engineer on the ARC team, you will drive meaningful impact across our core routing and differentiated service programs: • Lead engineering delivery on strategic 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 across millions of daily support interactions. • Drive consolidation of fragmented routing logic spread across multiple platforms and channels into a centralized, auditable, and maintainable system. • Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to align on priorities and deliv…