Business Systems Engineer, Tech Foundations

Details

AirSupport is Airbnb’s global IT Support organization, focused on helping employees stay productive and get the technology support they need. The team is transforming the employee support experience through data, AI, automation, seamless self-service, and high-fidelity human support.

The Business Systems Engineer will focus on designing and delivering capabilities that improve how employees get technology help. The role involves translating IT Support workflows, employee journeys, operational signals, and business needs into clear requirements and effective solutions in partnership with Product, Engineering, Knowledge, and global IT Support teams.

The initial focus is advancing AI-enabled and conversational self-service for IT support use cases. The role owns requirements and success criteria while partnering with teams responsible for broader enterprise AI capabilities.

Responsibilities

• Own IT self-service features and delivery workstreams from requirements 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.
• Partner with Product, Engineering, and business stakeholders on requirements, solution design, delivery timelines, testing, and change readiness.
• Analyze self-service use cases and recommend improvements based on employee impact, operational needs, available data, and technical considerations.
• Evaluate AI and conversational self-service experiences for accuracy, failure patterns, and appropriate escalation or handoff to human support.
• Define and monitor success measures using product data, employee feedback, and operational signals.
• Develop an understanding of systems supporting IT self-service, including integrations, APIs, data flows, identity and permissions, automation, and platform dependencies.
• Identify risks, interdependencies, security considerations, 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.
• Identify patterns across unsuccessful or incomplete self-service interactions and recommend improvements to products, processes, workflows, or knowledge.
• Create functional and technical artifacts, including requirements, solution designs, process flows, test plans, and decision documentation.
• Build relationships across technical and non-technical partners, manage expectations, surface risks and roadblocks, and collaborate across the global IT Support organization.

Requirements

• 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.
• Experience owning features or workstreams within cross-functional technology initiatives, including requirements, design, testing, implementation, and continuous improvement.
• Experience translating complex business needs into functional and technical requirements and creating artifacts for Product and Engineering teams.
• Strong systems thinking and technical fluency, including integrations, APIs, data flows, identity and permissions, automation, and application dependencies.
• Experience in enterprise IT, employee technology, IT service management, or a comparable internal business-systems environment.
• Understanding of business processes, enterprise workflows, service-management platforms, and integrated systems.
• Experience with enterprise self-service, knowledge, search, retrieval, or content-management capabilities.
• Understanding of how knowledge quality, structure, and access affect AI-enabled and self-service experiences.
• Strong analytical and problem-solving skills, including root-cause analysis, option evaluation, and recommendation development.
• Ability to build trust, manage expectations, and drive alignment across Product, Engineering, Operations, and business stakeholders, including distributed or global teams.
• Excellent written and verbal communication skills, with the ability to create clear, actionable functional and technical documentation.

Compensation

• Base pay range: $123,000–$145,000 USD
• The role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Additional Information

Airbnb is committed to inclusion and belonging and provides reasonable accommodations throughout the recruitment process for applicants with disabilities.