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Salary: USD 123,000 - 145,000 / annual
Airbnb's AirSupport organization is transforming the employee IT support experience through data, AI, and automation. This Business Systems Engineer role sits at the intersection of IT operations and product delivery, owning the design and delivery of capabilities that improve how employees access technology help.
You will focus on advancing the next generation of AI-enabled and conversational self-service for IT support use cases. Your responsibilities include:
- Owning defined IT self-service features and delivery workstreams, translating business needs into requirements and driving them through design, testing, launch, and ongoing improvement
- Translating IT Support strategy and priorities into functional and technical requirements, user stories, process flows, acceptance criteria, and implementation plans
- Working directly with Product, Engineering, and business stakeholders to align on requirements, solution design, delivery timelines, testing, and readiness
- Analyzing potential self-service use cases and recommending improvements based on employee impact, operational needs, available data, and technical considerations
- Applying practical AI and conversational technology expertise to evaluate self-service experiences for accuracy, failure patterns, and appropriate escalation
- Defining and monitoring success measures for supported capabilities using product data, employee feedback, and operational signals
- Developing strong understanding of systems supporting IT self-service experience, including integrations, APIs, data flows, identity and permissions, automation, and platform dependencies
- Partnering with the Strategic Knowledge program to ensure self-service solutions effectively leverage the knowledge ecosystem
- Identifying patterns across unsuccessful self-service interactions and recommending improvements
- Creating clear functional and technical artifacts including requirements, solution designs, process flows, test plans, and decision documentation
- Building strong relationships across technical and non-technical partners, managing expectations, and surfacing risks or roadblocks
You will move comfortably between strategy and execution, asking why, challenging assumptions, understanding system dependencies, and bringing clarity to ambiguous problems.
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
- 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
- Experience working in enterprise IT, employee technology, IT service management, or a comparable internal business-systems environment, with 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 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
- 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
