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: The Community Support Platform (CSP) at Airbnb is a critical system that drives our customer support operations. CSP empowers Airbnb's global network of Community Support ambassadors, utilizing cutting-edge technology to deliver exceptional customer service with high efficiency. Our CS Product team's vision is to deliver a seamless user experience by integrating AI with our support ambassadors' expertise. This role focuses on converging Software Engineering and cutting-edge Gen AI techniques to create significant product impact for internal and external customers. Key responsibilities include crafting AI prompts, implementing RAG, performing model fine-tuning, designing AI orchestration workflows, dataset engineering, and shaping innovative GenAI-based backend systems efficiently and at scale. This role is pivotal in revolutionizing Airbnb's approach to customer service. The Difference You Will Make: You will work with a team of talented and diverse software engineers to deliver innovative backend solutions and prompt systems that enhance AI-driven workflows for customer service. Utilizing your expertise, this role will involve designing efficient systems, tools, and actions to empower AI capabilities seamlessly to automate and support the end to end workflow of our CS ambassadors. Each team member brings unique skills, thought leadership, and technical expertise to address these challenges.

A Typical Day

• Collaborate cross-functionally with product, design, engineering, and data science teams to develop backend systems and enhance AI prompt effectiveness
• Drive the technical vision and strategy for workflow and backend optimization
• Lead and contribute to the full development cycle: technical design, implementation, testing, experimentation, and deployment
• Participate in code and design reviews, offering constructive feedback to improve technical quality
• Optimize system availability, performance, and scalability while pushing enhancements for improved efficiency
• Craft AI prompts, implement RAG, perform model fine-tuning, design AI orchestration workflows, dataset engineering, and shape innovative GenAI-based backend systems

Your Expertise

• 9+ years of software development experience in service-oriented architectures and backend development
• Bachelor’s and/or Master’s/Ph.D. degree, preferably in Computer Science, or equivalent practical experience

Benefits

• Bonus
• Equity
• Benefits
• Employee Travel Credits

How We'll Take Care of You

$204,000—$255,000 USD