Senior Software Engineer, Community Support Engineering

Senior Software Engineer, Community Support Engineering at Airbnb

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 Software 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.

A Typical Day

• 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.

Your Expertise

• 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.

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 you’re 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.

Key skills/competency

• Backend Development
• JVM Languages (Java/Kotlin)
• API Design
• Data Modeling
• Platform Engineering
• System Design
• Production Operations
• Reliability Engineering
• Observability
• Incident Response