Staff Software Engineer, Assistance Engineering

The Ambassador Routing & Channels team within Airbnb Assistance Engineering builds systems that route guest and host support requests to the right agent or channel, aiming to speed resolution and improve customer satisfaction at scale. The role involves owning and evolving routing infrastructure such as decision engines and workflow orchestration, consolidating fragmented routing logic across platforms, and applying GenAI/LLM techniques to improve routing and support experiences. The engineer will work cross-functionally with product, operations, and data science teams, participate in on-call and incident response, and mentor junior engineers.

• 9+ years of backend software development experience in service-oriented architectures, expertise in workflow optimization and scalable backend systems, experience with prompt engineering for AI/LLM applications, and familiarity with RAG patterns, memory routing, and agent planning. A bachelor's, master's, or PhD in Computer Science or equivalent practical experience is preferred.