Airbnb

Business Systems Engineer, Tech Foundations

Airbnb$123K — $145K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 7+ years in business systems analysis or related technology role
  • 2+ years with AI-enabled or conversational tech in enterprise settings
  • Proven track record in cross-functional technology initiatives
  • Ability to translate complex needs into technical requirements
  • Strong understanding of IT service management and enterprise workflows
  • Experience with self-service, knowledge management, or content management systems
  • Strong problem-solving skills and analytical thinking

Responsibilities

  • Own and drive IT self-service features through design to improvement
  • Translate IT strategy into functional and technical requirements
  • Collaborate with stakeholders on solution design and delivery timelines
  • Analyze and recommend improvements for self-service use cases
  • Evaluate self-service experiences using AI and conversational technology
  • Define success metrics and optimize based on data and feedback
  • Develop understanding of systems supporting IT self-service, including integrations

Benefits

  • Remote work opportunity with preference for SF Bay Area candidates
  • Potential eligibility for bonus and equity
  • Employee Travel Credits available
  • Comprehensive benefits package
  • Strong emphasis on employee technology and support
Full Job Description
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]

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

About Airbnb

Airbnb is an online community marketplace for people to list, discover, and book accommodations through mobile phones or the Internet. The company connects travelers seeking authentic experiences with hosts offering unique, inspiring spaces. Whether the available space is a castle for a night, a sailboat for a week, or an apartment for a month, Airbnb is the easiest way for people to showcase these distinctive spaces to an audience of millions. By facilitating bookings and financial transactions, Airbnb makes the process of listing or booking a space effortless and efficient. With 4,500,000 listings in over 65,000 cities in 191 countries, the company offers the widest variety of unique spaces for everyone at any price point around the globe.

Airbnb Careers

Join the vibrant team at Airbnb, the world’s leading community-driven hospitality company, where innovation, leadership, and diversity training are at the heart of our professional ethos. At Airbnb, we offer more than just job opportunities; we provide a platform for growth, learning, and meaningful connections. Work You’ll Do Become a part of Airbnb’s dynamic team and contribute to reshaping the travel and hospitality landscape globally. Our commitment to innovation and cultural understanding sets us apart, allowing us to enhance the travel experience for millions of users worldwide. Lead with Innovation and Diversity At Airbnb, we believe in leading with innovation and embracing diversity. Our leadership is committed to fostering an inclusive environment where every team member can thrive. Diversity training is integral to our operations, ensuring that we continue to be a leader in creating inclusive travel experiences. Explore Professional Growth and Development Airbnb offers a wealth of career advancement opportunities, supported by robust training programs and professional development courses. Whether you’re looking for a full-time position or an internship, Airbnb empowers you to excel and grow your career to new heights. Join Our Global Team Work alongside a global team of passionate, creative, and solution-driven professionals. At Airbnb, we value the skills and perspectives of our diverse team members, and we continuously strive to leverage this collective power to innovate and lead in the industry. Benefits and Culture Airbnb is dedicated to providing its employees with a supportive and empowering work environment. Our benefits package is designed to enhance your life both inside and outside of work. Enjoy comprehensive health benefits, flexible working conditions, and unique perks that encourage a balance of work and life. Networking and Career Opportunities Expand your professional network within Airbnb through various networking events, mentorship programs, and collaborative projects. Our vibrant culture of connectivity opens doors to enriching career paths and professional relationships. Apply Now Ready to take the next step in your career? Explore the exciting job opportunities and internships available at Airbnb. We are actively hiring talented individuals who are passionate about making a difference in the world of travel. Visit our Careers Page Stay updated with the latest from Airbnb Careers by visiting our dedicated careers page. Discover new job openings, read about our company culture, and find tips for your resume and interview preparation. Join Airbnb and be part of a team that’s committed to redefining the future of travel through innovation, leadership, and a deep respect for diverse cultures and communities. Your journey to a fulfilling career starts here.
Learn more about Airbnb
Size
5,000 employees
Market Cap
$52.6 billion
Industry
Net Income
-$4.5 billion
Founded
2008
5 Year Trend
+29.3%
Revenue
$3.3 billion
NASDAQ

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