Senior Software Engineer, Community Support Engineering
About The Position
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: Community Support Engineering (CSE) is responsible for the world-class technology, architecture, and solutions that power Airbnb's global community support operations. The products we build support our customers: front-line agents and operations teams, and are a key driver of enabling Airbnb's core business. As a member of CSE, you will have an opportunity to impact every person who travels or hosts on Airbnb. Under CSE, the Case Platform team has an opportunity for a Senior Engineer to help lead our initiatives: building and evolving the core case data model and backend services that power Airbnb’s customer support platform globally. Our charter is to deliver correctness, reliability, and performance across every stage of the case lifecycle, so guests and hosts receive fast, high‑quality outcomes. The Difference You Will Make: We’re seeking a Senior Software Engineer who ships high‑quality backend features from design through rollout and thrives in platform work. You’ll own service and data‑model design, drive alignment with partnering engineers on interface contracts, and strive for production excellence, collaborating with Product, Operations, and engineering teams to deliver capabilities that materially improve support efficiency and resolution quality. You will play a significant role in shaping the technical vision and delivering a solution that is flexible, efficient and scales with the needs of the business.
Requirements
- 6+ years of backend software development experience
- Proven experience building backend platform services in JVM languages (Java/Kotlin), with strong API and data‑modeling skills.
- Track record of high‑velocity execution with high code quality and ownership in ambiguous platform spaces.
- Clear communication and collaboration across product/ops/engineering
- Production operations experience: observability, SLOs, incident response.
Responsibilities
- Design and evolve data models and service contracts that scale cleanly and remain stable over time
- Build reliable, observable backend services with clear SLOs; instrument, measure, and iterate to improve latency and uptime
- Drive performance and correctness across critical flows; prevent regressions with solid testing and reviews.
- Collaborate with cross‑functional partners to translate requirements into platform capabilities and ship them end‑to-end.
- Operate services in production; participate in on‑call; learn from incidents to strengthen the platform.
- Communicate tradeoffs, risks, and milestones clearly; remove blockers and keep work moving.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
