Staff Software Engineer

The Community You Will Join

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.

Providing world class customer service for our community of guests and hosts is a critical mission of Airbnb. This is an area of unprecedented scale and complexity. In no other domain does the efficiency and reliability of customer service technology translate directly into a competitive advantage, brand loyalty, and the bottom line of the business.

The Integrated Knowledge Management team, part of the Airbnb Community Support Platform, is foundational to creating the best customer service experience for our users. The Integrated Knowledge Management team is responsible for building robust and scalable platforms to enable Airbnbs content and knowledge to be leveraged across users, both internal and external, and to also serve as the authoritative knowledge source for Conversational AI and LLM applications.

The Difference You Will Make

As a Staff Software Engineer on the Integrated Knowledge Management team, you will be in charge of developing solutions to scale and optimize retrieval and ranking of content, knowledge & contextual information, across all of Airbnb through building out our next generation Retrieval-Augmented Generation (RAG) platform. You will be deeply involved in building highly available and scalable services in close collaboration with other engineering, ML / AI, product, content, data science and operations teams to meet the ever evolving needs of Airbnbs Community Support Platform. There are many problems to solve in this domain including expanding our RAG systems to support new knowledge and solution sources, building the capabilities required for Airbnbs expanding suite of AI powered contextual in-product support applications, and implementing ways to improve velocity around experimentation and evaluation.

A Typical Day

• Lead the scoping, technical requirements, architecture, and the implementation of new features and functionality.
• Analyze data, build hypotheses, experiment, learn and iterate to improve the Integrated Knowledge Management services.
• Collaborate with cross-functional working groups (frontend / backend / ML engineers, design, product and operation teams), in both North America and globally, to design and build end-to-end product solutions to improve Airbnbs customer service experience.
• Mentor other engineers in developing their technical, operational, and collaboration skills.
• Advocate and participate in efforts to advance Airbnbs engineering processes and technical foundations.

Your Expertise

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 youre 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 Well 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

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