|
Job description:
|
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.
|
