Business Systems Engineer, Tech Foundations
Airbnb · San Francisco, CA
About this role
## About Airbnb 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’ll 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’re 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’ll bring a deep understanding of IT Support workflows, employee journeys, operational signals, and business needs to 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’ll own the definition of requirements and success criteria for your areas of responsibility, working directly with teams responsible for broader enterprise AI capabilities to ensure IT Support needs are understood and effectively delivered. We’re looking for someone who can move comfortably between strategy and execution—asking why, challenging assumptions, understanding system dependencies, and bringing 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. - 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 (integrations, APIs, data flows, identity and permissions, automation, and platform dependencies), identify risks/interdependencies/security & privacy considerations, and partner with technical teams on solutions. - Partner with the Strategic Knowledge program to ensure self-service solution
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