Senior Software Engineer, Community Support Engineering

Responsibilities

• Contribute to and lead engineering delivery on 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.
• Help 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 deliver outcomes that improve the customer support experience.
• Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making.
• Support the team's technical growth by mentoring junior engineers and contributing to a culture of continuous improvement and engineering excellence.
• Lead and contribute across the full development lifecycle: technical design, implementation, testing, experimentation, and production deployment.
• Participate in on-call rotations, incident response, and post-mortems to ensure the reliability of routing infrastructure serving millions of Airbnb guests and hosts.
• Engage in sprint planning, backlog grooming, and design doc sharing sessions.
• Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency across AI-driven routing workflows.
• Collaborate with cross-regional engineering partners to align on shared routing capabilities and drive consistency across global support operations.

Requirements

• 6+ years of software development experience in service-oriented architectures and backend development.
• Expertise in workflow optimization and backend systems, with a focus on scalable and flexible architecture.
• Experience designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios.
• Familiarity with RAG patterns, memory routing, and agent planning.
• Proficiency in crafting backend systems focusing on technical quality, efficiency, and resilience.
• Excellent collaboration and communication skills to work effectively across teams and domains.
• Passion for agile development, system optimization, and team productivity enhancements.
• Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, or equivalent practical experience.

Nice-to-Haves

• Experience with AI/LLM-driven routing and support systems.