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: [email protected]. 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.  Pay
Range$123,000—$145,000 USD 
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.