AI-Driven IT Self-Service Engineer

Socket.dev; San Francisco (CA); On-site; USD 123,000 - 145,000; Full time

Benefits offered by this job

Bonus

Equity

Benefits

Employee Travel Credits

Job summary

Airbnb is seeking a Business Systems Engineer to design and deliver AI-enabled self-service capabilities for IT Support. You will partner with Product, Engineering, and Knowledge teams to turn business needs into actionable requirements and effective solutions.

The role emphasizes strategy-to-execution, clear artifacts, and building trusted relationships across global teams, with a focus on scalable AI-driven employee experiences.

Qualifications

• 7+ years of professional experience in business systems analysis, technical product delivery, systems engineering, solution design, IT consulting, product operations, or related technology role.
• 2+ years delivering AI-enabled or conversational experiences in an enterprise environment (Generative AI, virtual agents, chatbots, AI-enabled automation).
• 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 with artifacts for Product and Engineering teams.

Responsibilities

• Own defined IT self-service features and delivery workstreams from requirements to design, testing, launch and optimization.
• Translate IT Support strategy into functional and technical requirements, user stories, flows, acceptance criteria, and plans.
• Collaborate with Product, Engineering, and stakeholders to align on requirements, solution design, and readiness for changes.
• Analyze potential self-service use cases and recommend improvements based on impact, data, and tech considerations.
• Apply AI/conversational tech expertise to evaluate self-service experiences for accuracy and escalation needs.
• Define and monitor success measures using product data and operational signals.

Skills

Business systems analysis

AI-enabled/conversational experiences

Requirements & design artifacts

Cross-functional collaboration

Systems thinking & API knowledge

Enterprise IT knowledge

Analytical problem solving

Stakeholder management

Technical documentation

Job description

Airbnb is seeking a Business Systems Engineer to design and deliver AI-enabled self-service capabilities for IT Support. You will partner with Product, Engineering, and Knowledge teams to turn business needs into actionable requirements and effective solutions.

The role emphasizes strategy-to-execution, clear artifacts, and building trusted relationships across global teams, with a focus on scalable AI-driven employee experiences.