Business Systems Engineer, Tech Foundations

San Francisco · Remote · USD 123,000-145,000 · 2+ years experience · Remote · Posted Sep 18, 2026

At a glance

The Business Systems Engineer will join the AirSupport team to shape the IT self-service experience for Airbnb employees.
This role focuses on designing and delivering AI-enabled and conversational self-service capabilities to improve technology support workflows.
The position requires bridging the gap between strategy and execution by partnering with Product, Engineering, and global IT Support teams.

Own defined IT self-service features and delivery workstreams from design through launch and improvement.
Translate IT Support strategy into functional and technical requirements, user stories, and process flows.
Collaborate with Product and Engineering stakeholders to align on solution design, timelines, and testing.
Analyze potential self-service use cases and recommend improvements based on data and operational needs.
Evaluate self-service experiences for accuracy and failure patterns using AI and conversational technology expertise.
Define and monitor success measures for supported capabilities using product data and employee feedback.
Develop an understanding of system integrations, APIs, data flows, and identity management to identify risks and dependencies.
Partner with the Strategic Knowledge program to ensure self-service solutions leverage the knowledge ecosystem.
Identify patterns across unsuccessful interactions to recommend improvements to workflows or knowledge.
Create functional and technical artifacts including requirements, solution designs, and test plans.

7+ years of professional experience in business systems analysis, technical product delivery, systems engineering, or related technology roles.
2+ years of direct experience delivering AI-enabled or conversational experiences in an enterprise environment.
Demonstrated experience owning features or workstreams within cross-functional technology initiatives.
Experience translating complex business needs into clear functional and technical requirements.
Strong systems thinking and technical fluency regarding integrations, APIs, data flows, and application dependencies.
Experience working in enterprise IT, employee technology, or IT service management environments.
Experience with enterprise self-service, knowledge, search, retrieval, or content-management capabilities.
Strong analytical and problem-solving skills with the ability to identify root causes.
Proven ability to build trust and drive alignment across Product, Engineering, and Operations stakeholders.
Excellent written and verbal communication skills for creating technical documentation.