Senior Executive IT Support Engineer, Tech Foundations

Details

AirSupport helps Airbnb employees stay productive wherever and however they work. Executive Support provides a dedicated, high-touch technology experience for Airbnb’s senior leaders and their Executive Business Partners.

The team combines deep technical expertise, proactive support, and strong cross-functional partnership across office, remote, travel, event, and other approved environments. Executive Support owns the executive technology experience, working closely with engineering, security, infrastructure, AV, workplace, and other technology partners who own the underlying technologies.

Responsibilities

• Provide direct, high-touch technology support for Airbnb executives and Executive Business Partners, taking end-to-end ownership of complex, sensitive, or time-critical issues.
• Troubleshoot across endpoints and mobile devices, identity and access, connectivity, collaboration tools, AV and conferencing, workplace technology, and other systems that affect the executive experience.
• Maintain ownership of the executive experience when an issue spans multiple technologies or teams, engaging the appropriate technical owners and driving the issue through resolution.
• Build trusted relationships with executives and Executive Business Partners by understanding their workflows, technology environments, and upcoming priorities while exercising excellent discretion and judgment.
• Own or coordinate executive technology lifecycle needs, including onboarding, offboarding, device transitions, and other changes that require continuity and careful planning.
• Proactively prepare for board and leadership meetings, travel, launches, demonstrations, special events, and other high-visibility moments by identifying dependencies and addressing technology risks before they create disruption.
• Identify recurring issues and broader patterns, develop recommendations for what should change, and lead cross-functional improvements that drive more scalable solutions.
• Help shape Executive Support technical direction and improvement priorities based on executive needs, support signals, technology risk, and broader employee technology strategy.
• Represent Executive Support in major technology initiatives, influencing design, readiness, rollout, and supportability for executive workflows and the broader employee experience.
• Communicate complex issues, impact, risks, tradeoffs, and recommendations clearly to executives and senior technical and business leaders.
• Develop technical standards, troubleshooting approaches, readiness practices, runbooks, and knowledge; mentor other engineers; and help raise IT Support Engineering craft across the team.
• Contribute to broader AirSupport priorities when Executive Support coverage and readiness allow, applying technical leadership and insights from the executive environment to work that improves the overall employee technology experience.
• Participate in shared after-hours coverage and provide onsite, travel, event, or approved executive residential support when required.

Requirements

• 8+ years of experience in enterprise IT support, workplace technology, systems support, or a related technical field, including meaningful experience supporting executives, senior leaders, or other high-touch and business-critical environments.
• Strong hands-on technical capability across multiple technology domains, with deep expertise in one or more areas relevant to Executive Support.
• Strong knowledge of enterprise endpoints and mobile devices, endpoint management, identity and access, collaboration platforms, networking fundamentals, and video conferencing or workplace AV.
• Experience taking ambiguous technical or operational problems, defining an approach, and driving work through implementation with limited direction.
• Demonstrated ability to identify patterns across support issues and translate them into broader technical, operational, or service improvements.
• Experience leading cross-functional work and influencing decisions across teams you do not directly manage.
• Ability to develop a clear technical point of view, evaluate tradeoffs, and make recommendations that connect immediate support needs to broader technology and organizational priorities.
• Ability to build trusted relationships and communicate complex technical issues clearly and credibly with executives and senior technical and business leaders.
• Excellent judgment, discretion, and composure in confidential, high-pressure, or high-visibility situations.
• Demonstrated experience improving the capability of other engineers through mentoring, technical standards, documentation, cross-training, or other reusable practices.
• A proactive approach to support, including identifying recurring friction and emerging risks and working to prevent future issues.
• Ability to participate in an after-hours support rotation and provide occasional onsite, travel, event, or residential support based on business need.

Additional Helpful Experience

• Deep expertise in enterprise AV, video conferencing, live-event technology, or executive meeting environments.
• Experience supporting executive travel, board meetings, major company events, or other high-stakes technology needs.
• Experience with automation, scripting, AI-enabled support, or other tools that improve support quality and reduce repetitive work.
• Experience supporting residential or other non-traditional technology environments within an enterprise security and support model.

Work Location

This position needs to be based in the San Francisco office 40 hours a week, or as required by the business needs for the role.

Compensation

The base pay range is $132,000–$155,000 USD. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

Inclusion and Accommodations

Airbnb is committed to working with the broadest talent pool possible and providing a disability-inclusive application and interview process. Reasonable accommodations are available throughout the recruitment process.