Business Systems Engineer, Tech Foundations

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,