• Deliver advanced, proactive technical support for Optics and OTN network solutions by diagnosing and resolving complex technical issues • Collaborate closely with R&D and cross-functional teams • Perform in-depth root cause analysis • Document findings and solutions • Share technical knowledge • Optimize network performance • Continuously improve service quality to ensure reliable operations and exceptional customer satisfaction • Act as a primary interface to TEC for escalation of customer problems and their follow-up till resolution

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate • Takes on casework at a degree of severity/complexity under close supervision • Ability to recognize & assess threatening & risky behaviors • Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval • Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work • Understands multiple perspectives on a topic or situation • Able to evaluate and present multiple options for addressing a problem • Can be brought to engage more with senior stakeholders with help from management • Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution • Help document ways of working, best practices, and the norms for your service(s) as requested by management • Provides technical/functional/SME to less experienced members of the team. • Displays openness and approachability when resolving issues • Understands key drivers of your role and how they relate to one another

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate • Takes on casework at a degree of severity/complexity under close supervision • Ability to recognize & assess threatening & risky behaviors • Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval • Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work • Understand multiple perspectives on a topic or situation • Able to evaluate and present multiple options for addressing a problem • Display openness and approachability when resolving issues • Help document ways of working, best practices, and the norms for your service(s) as requested by management • Provides technical/functional/SME to less experienced members of the team. • Has displayed an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution • Demonstrate your ability to work efficiently by managing your own time and prioritizing daily tasks as effectively as possible.

• Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone • End-to-end management of complex cases with the objective to resolve customers’ issues based on workflows & management guidelines • Recognize case type/severity and work cases correctly according to your service’s scope, escalating accurately to other teams when appropriate • Takes on casework at a degree of severity/complexity under close supervision • Ability to recognize & assess threatening & risky behaviors • Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval • Be highly receptive to feedback from management, Quality & clinical staff teams and quickly adopt behaviors to improve the quality of your work • Understands multiple perspectives on a topic or situation • Able to evaluate and present multiple options for addressing a problem