Airbnb

Senior Software Engineer, Community Support Platform

1 week agoSeattle, WA

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

Senior Software Engineer, Community Support Platform

What is Community Support Platform at Airbnb?

Airbnb requires world class service for our global community of guests and hosts to ensure they have an amazing experience.  When issues come up, it’s critical for us to resolve them.

Community Support Platform is responsible for this goal.  The team owns all of the touchpoints involved in providing support, including portions of our website and mobile apps, as well as our contact channels (phone, messaging, email), and the internal tools that our customer support agents use to provide support throughout the world.

We measure our success on customer satisfaction and business efficiency.  For the latter, we track how often our customers need to contact us, and, when they do, how long it takes our representatives to solve the case.  We are a data-driven team.  We validate our work with A/B experiments and we can tie our contributions directly to the company’s bottom line.

What is a Senior Software Engineer on the CSP team?

The Community Support Platform team builds world-class tools for our team of Community Support ambassadors around the world, to ensure our guests and hosts have a great experience on Airbnb, 24/7, and 365 days a year.

Airbnb has a huge global operational staff that must scale with our user base. Our job as engineers is as challenging as it is exciting: we own the entire tech stack responsible for their success. 

Some example projects we have shipped:

  • a new real-time messaging channel for contacting Community Support
  • an advanced ticket routing system to match user issues against available agent skills
  • advanced analytical data pipelines for monitoring performance, stability, and tool usage

Our product feedback loop is immediate which means we can rapidly iterate and deploy. If you enjoy building full stack applications from the ground up, leveraging the newest technologies to delight users, and executing like an entrepreneur, then you’ve found the right place.

Responsibilities

  • Build services and APIs to drive existing and new features for web and mobile apps
  • Work with data scientists and business analysts to define, capture, and use real-time event data for business insights and product features
  • Collaborate with infrastructure engineering teams to participate in, validate, and evolve how we build, test, and deploy code in a distributed Service-Oriented Architecture
  • Alter existing and develop new data access and protection patterns to ensure our community’s personal data is safe and secure, at scale
  • Opportunity to work with nearly every team in the company to surface their product functionality in our customer support tools

We have multiple positions open across multiple teams. Some of the CSP teams looking to hire include: 

  • Channels: Owns the channels and routing of communication for tens of thousands of customers getting support every single day.
  • Claims: Works in close proximity to our end users including Guests/Hosts and Airbnb Ambassadors, owning the Host Guarantee program, Host Protection Insurance as well as the Resolution Platform.
  • Core Services team: Responsible for building the tools and software used everyday by our 10,000+ global customer support ambassadors to best serve our guests and hosts.
  • CS Data Platform: Owns services and pipelines that retrieve data from 3rd party and internal systems, transform it and make it available for ML model training and scoring purposes, adhoc analyses, reporting and experimentation.
  • Safety & Trip Experience: Responsible for building the end to end experience when the customers might need to contact Airbnb for any physical safety issues.

Who are we looking for?

  • 5+ years of industry experience in engineering.
  • Frontend, Backend, or Full-Stack experience in a work-setting or classroom-setting. 
  • Work experience, open-source code, or coursework in any of the following languages: C/C++, Java, JavaScript, Python/Django, Ruby/Ruby on Rails
  • Exposure to architectural patterns of a large, high-scale web application (e.g., well-designed APIs, high volume data pipelines, efficient algorithms)
  • Experience with web development best practices such as A/B testing, continuous integration
  • Understanding of data structures and problem solving approaches, and ability to articulate trade offs
  • Passion for creating a highly effective technology platform for our growing global workforce
  • iOS or Android development experience a bonus
Job ID: 2272704