Software Engineer, Community Support Engineering

Software Engineer, Community Support Engineering

Title:  Software Engineer, Community Support Engineering

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 (CS Eng) is responsible for the world-class technology, architecture, and solutions that power Airbnb’s global community support operations. The products and solutions we build support our customers, front line agents, and business process operations teams. They are a key driver of enabling Airbnb’s core business. As a member of CS Eng, you will have an opportunity to impact every person who travels or hosts on Airbnb.
Under CS Eng, we are building a reliability working pod in China which will focus on org-wide reliability mechanisms, that enable our engineering teams to operate our services reliably and at scale, and ensure our services are properly instrumented and able to scale with our growing business. 

The Difference You Will Make:

In this role, your expertise in developing and maintaining tools and systems will be instrumental in bolstering our services' reliability. By collaborating closely with the CS TechOps team and other engineering teams, you will help establish a culture of reliability throughout the organization by providing comprehensive system reliability mechanisms. Your ability to identify opportunities for improvement and drive their implementation will contribute significantly to our overall operational efficiency and ensure that our services remain resilient as our business continues to expand.  You will leverage AI and other technologies moving our incident management from reactive and manual processes to proactive, automated, and "intelligent" systems. 

A Typical Day: 

• Design, implement and maintain the tools and systems that support service reliability, monitoring, and alerting. 
• Contribute to the full development cycle: technical design, development, test automation, experimentation, analysis, and launch. 
• Collaborate with TechOps and other engineering teams to ensure services are designed with reliability in mind, and provide guidance on the appropriate use of tooling and automation.
• Identify opportunities to improve the reliability, scalability, and efficiency of our services and drive their implementation.
• Illustrate operational excellence with focus on raising the bar for quality, reliability and availability.
• Continuously evaluate new technologies and industry best practices to improve our reliability and incident response mechanisms.

Your Expertise :

• 3+ years of relevant software development industry experience in a fast paced tech environment.
• Bachelor’s and/or Master’s degree, preferably in CS, or equivalent experience.
• Excellent communication and collaboration skills. Proven experience working with many engineering teams and cross functional partners. 
• Strong expertise in building large-scale backend systems and experience in user facing features.
• Strong product and design instinct, previous proven experience building delightfully designed experiences.
• Flexible in leadership style, can adapt to a variety of ways of working depending on the situation.
• Experience leading and shipping large initiatives with high business impact.
• Good judgment in making tradeoffs to balance short-term business needs with long-term technical quality.
• Strong communication skill and ability to influence decisions from a wide variety of stakeholders.
• Fluency in communication in English and Mandarin. 

Your Location:

This position is China - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. Your recruiter will inform you what cities you are able to work from depending on your personal legal working identity and Airbnb internal policies.

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.