Senior Backend Engineer, AI-Driven Routing & Support

Airbnb; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Paid volunteer time

Health food and snacks

Generous parental and family leave

Learning and development

Annual travel and experiences credit

Job summary

Airbnb is seeking a Senior Backend Engineer for the Ambassador Routing & Channels (ARC) team. You will contribute to intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing across multiple channels.

You will own routing infrastructure to ensure high availability, correctness, and scalability for millions of daily bookings and host-guest interactions, while mentoring junior engineers and collaborating with product, design, data science,

Qualifications

• 6+ years of software development experience in service-oriented architectures and backend development.
• Experience designing and iterating on prompt engineering to fine-tune AI capabilities for AI/LLM-driven scenarios.
• Bachelor’s and/or Master’s/Ph.D. degree in Computer Science or equivalent practical experience.
• Excellent collaboration and communication skills to work effectively across teams and domains.
• Passion for agile development, system optimization, and team productivity enhancements.

Responsibilities

• Contribute to and lead engineering delivery on programs that enable intelligent agent matching and personalized support experiences for high-value customers.
• Own and evolve core routing infrastructure, including decision engines, workflow orchestration, and routing rule management for high availability at scale.
• Collaborate cross-functionally with Product, Operations, Data Science, and partner engineering teams to deliver outcomes that improve customer support.
• Lead and contribute across the full development lifecycle: design, implementation, testing, and production deployment.
• Participate in on-call rotations, incident response, and post-mortems to ensure reliability of routing infrastructure serving millions of users.

Job description

Airbnb is seeking a Senior Backend Engineer for the Ambassador Routing & Channels (ARC) team. You will contribute to intelligent agent matching, personalized support experiences for high-value customers, and next-generation routing across multiple channels.

You will own routing infrastructure to ensure high availability, correctness, and scalability for millions of daily bookings and host-guest interactions, while mentoring junior engineers and collaborating with product, design, data science,