Staff / Principal

Airbnb is seeking a Staff Software Engineer to join the Ambassador Routing & Channels (ARC) team within Assistance Engineering. This team powers intelligent, differentiated service experiences, ensuring every support request across any channel is addressed by the right expert at the right time. The role focuses on backend engineering for routing and communication channels, driving faster resolutions and higher quality interactions at scale.

• Lead engineering delivery on strategic programs enabling intelligent agent matching, personalized support experiences, 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 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.
• Mentor junior engineers, set clear growth expectations, and drive a culture where engineers consistently level up.
• Participate in on-call rotations, incident response, and post-mortems to ensure reliability of routing infrastructure.

• 9+ 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.
• Expertise in designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios.
• Expertise in RAG patterns, memory routing, and agent planning.
• Proficiency in crafting backend systems focusing on technical quality, efficiency, and resilience.
• Excellent collaboration and communication skills.
• Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, or equivalent practical experience.

Base pay range: $204,000—$255,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Apply through the official Airbnb careers page. For reasonable accommodation during the application process, contact reasonableaccommodations@airbnb.com.