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
AirSupport is Airbnb’s global IT Support organization, focused on helping employees stay productive and get the technology support they need. Our goal isn’t simply to handle tickets better — it’s to make more of them unnecessary. We’re transforming the employee support experience by using data, AI, and automation to remove friction, enable seamless self-service, and deliver high-fidelity human support when it’s needed.
You will join the team responsible for shaping the IT self-service experience, working closely with partners across Product, Engineering, Knowledge, and our global IT Support organization.
The Difference You Will Make
We are looking for a Business Systems Engineer within IT Support, focused on the design and delivery of capabilities that improve how employees get technology help. You will bring a deep understanding of IT Support workflows, employee journeys, operational signals, and business needs to our partnerships with Product, Engineering, and other technology teams, turning them into clear requirements and effective solutions.
Your initial focus will be advancing the next generation of AI-enabled and conversational self-service for IT support use cases. You will own the definition of requirements and success criteria for your areas of responsibility, working directly with the teams responsible for broader enterprise AI capabilities to ensure IT Support needs are understood and effectively delivered.
We are looking for someone who can move comfortably between strategy and execution — someone who asks why, challenges assumptions, understands system dependencies, and brings clarity to ambiguous problems.
A Typical Day
- Own defined IT self-service features and delivery workstreams, translating business needs into requirements and driving them through design, testing, launch, and ongoing improvement.
- Translate IT Support strategy and priorities into functional and technical requirements, user stories, process flows, acceptance criteria, and implementation plans.
- Work directly with Product, Engineering, and business stakeholders to align on requirements, solution design, delivery timelines, testing, and readiness for changes within your area of ownership.
- Analyze potential self-service use cases and recommend improvements based on employee impact, operational needs, available data, and technical considerations.
- Apply practical AI and conversational technology expertise to evaluate self-service experiences for accuracy, failure patterns, and appropriate escalation or handoff to human support.
- Define and monitor success measures for the capabilities you support, using product data, employee feedback, and operational signals to identify opportunities for optimization.
- Develop a strong understanding of the systems supporting the IT self-service experience, including integrations, APIs, data flows, identity and permissions, automation, and platform dependencies; identify risks, interdependencies, and relevant security and privacy considerations, and partner with technical teams on appropriate solutions.
- Partner with the Strategic Knowledge program to ensure self-service solutions effectively leverage the knowledge ecosystem and account for the dependencies needed to deliver accurate, useful employee experiences.
- Identify patterns across unsuccessful or incomplete self-service interactions and recommend improvements across product functionality, processes, workflows, or knowledge.
- Independently create clear functional and technical artifacts that support effective delivery, including requirements, solution designs, process flows, test plans, and decision documentation.
- Build strong relationships across technical and non-technical partners, manage expectations, surface risks or roadblocks, and collaborate across our global IT Support organization to deliver consistent experiences.
Your Expertise
- 7+ years of professional experience in business systems analysis, technical product delivery, systems engineering, solution design, IT consulting, product operations, or a related technology role.
- 2+ years of direct experience delivering AI-enabled or conversational experiences in an enterprise environment, including Generative AI, virtual agents or chatbots, intelligent agents, AI-enabled automation, or comparable technologies.
- Demonstrated experience owning meaningful features or workstreams within cross-functional technology initiatives, including requirements, design, testing, implementation, and continuous improvement.
- Experience translating complex business needs into clear functional and technical requirements and creating artifacts that enable Product and Engineering teams to execute effectively.
- Strong systems thinking and technical fluency, with the ability to understand integrations, APIs, data flows, identity and permissions, automation, and application dependencies, and contribute effectively to solution design and implementation.
- Experience working in enterprise IT, employee technology, IT service management, or a comparable internal business-systems environment, with a strong understanding of business processes, enterprise workflows, service-management platforms, and integrated systems.
- Experience with enterprise self-service, knowledge, search, retrieval, or content-management capabilities and an understanding of how knowledge quality, structure, and access affect AI-enabled and self-service experiences.
- Strong analytical and problem-solving skills, with the ability to identify patterns, understand root causes, evaluate options, and make well-supported recommendations within your area of ownership.
- Proven ability to build trust, manage expectations, and drive alignment across Product, Engineering, Operations, and business stakeholders, including across distributed or global teams.
- Excellent written and verbal communication skills, with the ability to independently create clear, actionable functional and technical documentation.
Your Location:
[ Remote- USA, with a preference for candidates located in the San Francisco Bay Area]
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.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
How We'll Take Care of You:
Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.
Offices: United States