Business Systems Engineer, Tech Foundations

airbnb, Inc.; San Francisco, Northern (CA, KY); Hybrid; USD 123,000 - 145,000; Full time

Benefits offered by this job

Reasonable accommodations

Bonus potential

Employee travel credits

Job summary

Airbnb, Inc. is seeking a Business Systems Engineer within IT Support to design and deliver capabilities that improve how employees get technology help.

You will work with Product, Engineering, Knowledge, and IT Support teams to translate business needs into clear requirements and effective solutions. The role emphasizes AI-enabled self-service for IT support, ownership of requirements, and collaboration across global teams.

Qualifications

• 7+ years of professional experience in business systems analysis or related technology role.
• 2+ years delivering AI-enabled or conversational experiences in an enterprise environment.
• Experience owning meaningful features or workstreams within cross-functional technology initiatives.
• Experience translating complex business needs into clear functional and technical requirements.
• Strong systems thinking with ability to understand integrations, APIs, data flows, identity and permissions, automation, and dependencies.
• Experience in enterprise IT, employee technology, IT service management, or internal business-systems environment.
• Experience with enterprise self-service, knowledge, search, or content-management capabilities.
• Strong analytical and problem-solving skills with ability to identify patterns and recommend improvements.
• Proven ability to build trust, align across Product, Engineering, Operations, and stakeholders.
• Excellent written and verbal communication; ability to create clear documentation.

Responsibilities

• Own IT self-service features and delivery workstreams from design through launch and improvement.
• Translate strategy into functional and technical requirements, user stories, and implementation plans.
• Collaborate with Product, Engineering, and stakeholders on requirements and delivery timelines.
• Analyze self-service use cases and recommend improvements based on impact and data.
• Apply AI and conversational tech to evaluate experiences and escalation patterns.
• Define success metrics using product data and operational signals.
• Understand systems including integrations, APIs, data flows, and security considerations.
• Partner with Knowledge program to leverage the knowledge ecosystem for accurate employee experiences.
• Identify patterns from failed interactions and drive cross-functional improvements.
• Independently create clear functional and technical artifacts to support delivery.
• Build relationships across teams to deliver consistent experiences across global IT Support.

Skills

Business systems analysis

AI-enabled experiences

Cross-functional delivery

Requirements documentation

Systems thinking

Enterprise IT

Knowledge management

Analytical thinking

Stakeholder alignment

Effective communication

Job description

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, 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: [e-mail] . 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.