Senior Engineering Manager, Support Products

  • Airbnb
  • Dublin, Ireland
  • Jan 16, 2020
Engineering

Job Description

Airbnb is the world's largest marketplace for space, and we keep getting bigger every day with over 100M nights booked per year and counting. To support the rapid growth in our business and better serve the needs of our business globally, we are building a new engineering team in Dublin, our EMEA headquarters, partnering closely with its sister teams in Portland, Oregon and Seattle, Washington.

Airbnb Community Support (CS) is dedicated to building the world’s most loyal travel community through exceptional service, by ensuring our guests and hosts have the help they need, 24/7, and 365 days a year.

Support Products is the technology team responsible for the entire CS tech stack, across self-solve, customer contact, and CS specialist tooling.

Some example projects we have shipped:

  • A new real-time messaging channel for contacting Community Support
  • An advanced ticket routing system to match user issues against available customer service agent skills
  • Analytical data pipelines for monitoring performance, stability, and tool usage

Being co-located with a large group of our internal user base, our product feedback loop is immediate and we can rapidly iterate and deploy. If you enjoy building applications from the ground up, leveraging the newest technologies to delight users, and executing like an entrepreneur, then you’ve found the right place.

As a Support Products engineering manager at Airbnb, you will:

  • Build our Dublin engineering presence with a diverse and healthy group of engineers, and coach them to do the best work of their lives
  • Work closely with product managers and peers to vet new strategic directions, define product strategy and build powerful and realistic roadmaps for the team, evolving as needed
  • Instill a culture of engineering excellence and resolve conflict to build, test, and deploy maintainable code in a distributed Service-Oriented Architecture

We value Engineering Managers who have:

  • 5+ years of hands-on technical management experience
  • 10+ years of relevant engineering work experience
  • Exceptional ability to design complex systems and experience with architectural patterns of large, high-scale applications and/or service-oriented architecture
  • Ability to deliver tough feedback with directness and empathy, willingness to seek feedback with an open mind, and demonstrated experience of continuous learning and growth
  • Rigor in automated testing, code quality, and engineering best practices
  • Worked successfully with cross-functional partners including Product, Data Science, and Design in setting product strategy and delivering it
  • Proven track record in partnering with recruiting to build incredible engineering teams
  • Consistently made culture choices that positively impact all of engineering

 

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.

Apply now