资深软件工程师，辅助工程
Staff Software Engineer, Assistance Engineering
Airbnb 诞生于 2007 年，当时两位房东欢迎三位客人入住他们的旧金山住宅，如今已发展为超过 500 万房东，他们在全球几乎每个国家都接待了超过 20 亿次客人到访。每天，房东们提供独特的住宿和体验，让客人能够以更真实的方式与社区建立联系。
你将加入的团队：
为我们的客人和房东社区提供世界级的客户服务是 Airbnb 的核心使命。大使路由与渠道（ARC）团队隶属于 Airbnb 支持工程部门，负责推动智能、差异化的服务体验，确保每一条来自任何渠道的支持请求都能在正确的时间由合适的专家处理。我们的工作直接推动更快的解决速度、更高质量的互动以及大规模的客户满意度提升。
你将带来的改变：
作为 ARC 团队的资深 GenAI 后端工程师，你将在我们核心路由和差异化服务项目中产生重要影响：
- 领导关键项目的工程交付，包括智能代理匹配、高价值客户的个性化支持体验，以及下一代路由和通信渠道功能。
- 负责并持续优化核心路由基础设施，包括决策引擎、工作流编排和路由规则管理。确保在数百万次每日支持交互中保持高可用性、正确性和可扩展性。
- 推动将分散在多个平台和渠道中的路由逻辑整合为一个集中、可审计和可维护的系统。
- 与产品、运营、数据科学和合作工程团队跨职能协作，对齐优先级并交付提升客户支持体验的成果。
- 通过设计评审、代码评审和务实的架构决策，为技术质量做出贡献。
- 积极指导初级工程师，设定清晰的成长预期，并推动一种工程师持续提升的文化，从而在团队中建立技术深度。
典型的一天：
- 与产品、设计、工程和数据科学团队跨职能协作，开发后端系统并提升路由和差异化服务体验的 AI 提示效果。
- 在整个开发周期中领导并参与技术设计、实现
查看英文原文
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 Assistance Engineering 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 deliver outcomes that improve the customer support experience.
- Contribute to technical quality through design reviews, code reviews, and pragmatic architectural decision-making.
- Play a critical role in building the team's technical depth by actively mentoring junior engineers, setting clear growth expectations, and driving a culture where engineers consistently level up.
A Typical Day:
- Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness for routing and differentiated service experiences.
- Lead and contribute across the full development lifecycle: technical design, implementation, testing, experimentation, and production deployment.
- Champion a culture of engineering excellence by role modeling best practices in design, code quality, and cross-functional collaboration, and creating an environment where engineers at all levels continuously grow.
- 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 to keep ARC's delivery on track.
- 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.
Your Expertise:
- 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 of 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.
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: reasonableaccommodations@airbnb.com. 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.
Pay Range
$204,000—$255,000 USD
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.