Software Engineer, Support Products

The Community You Will Join:

The Community Support Platform (CSP) team ensures that our community (guests and hosts) can get help when they need it.  For situations where users can solve problems on their own, we try to arm them with all the relevant information and tools. For situations that require assistance from our support agents (“ambassadors”), we try to route them to the right agent for the given problem, and to empower that agent to solve the issue quickly.  When something goes wrong, a fast and fair resolution can determine whether you’ll choose to book with Airbnb again. Being efficient here is not only good for customers, it helps to make our business profitable.

The Difference You Will Make:

You will be responsible for enhancing our customer support features and support agent tools by leveraging AI assistance. This includes collaborating with our ML engineers to harness the power of Machine Learning, ensuring a streamlined and effective experience for both customers and support agents. It is a full-stack role, with a focus on Java for backend development and Node/TS/React for web development.

A Typical Day:

• Collaborate with Product Managers, Experience Designers, Engineers and Cross Functional Partners to design and deliver high-quality products and platforms.
• Build efficient, reusable front and backend components and architect reliable, performant, and scalable systems.
• Follow data-driven approaches to conduct experiments and iterate on features.
• Prototype new technologies and techniques that can be used to help both our customers and our support agents solve issues more efficiently.

Your Expertise:

• 5-9+ years of industry experience with a BS/Masters or 2+ years with a PhD
• Experience working with high-scale web or mobile applications
• General knowledge of Artificial Intelligence and Machine Learning
• Worked successfully with cross-functional partners such as Product Managers, Data Scientists, Designers, and Content Writers in setting strategy and executing on it.
• Language: English (Written & Verbal)

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: [email protected]. 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.