Staff Software Engineer, Assistance Engineering

Overview

Staff Software Engineer for Airbnb’s Assistance Engineering (ARC) team, working on backend systems that power intelligent routing and differentiated support experiences.

What you'll do

• Lead engineering delivery for programs enabling intelligent agent matching and personalized support experiences.
• Own and evolve routing infrastructure including decision engines, workflow orchestration, and routing rule management.
• Ensure high availability, correctness, and scalability for routing across millions of daily support interactions.
• Consolidate fragmented routing logic into a centralized, auditable system.
• Collaborate with Product, Operations, Data Science, and partner engineering to align priorities and deliver outcomes.
• Participate in on-call rotations, incident response, and post-mortems for routing reliability.

What you'll need

• 9+ years of software development experience in service-oriented architectures and backend development.
• Experience optimizing workflows and building scalable, flexible backend architecture.
• Experience designing and iterating prompt engineering for AI/LLM-driven scenarios.
• Knowledge of RAG patterns, memory routing, and agent planning.
• Ability to craft backend systems with technical quality, efficiency, and resilience.
• BS and/or MS/Ph.D. in Computer Science or equivalent practical experience.

Details

• Remote (US remote eligible); may include occasional work at an Airbnb office or offsites as agreed with the manager.