Get an Airbnb for every kind of trip → 8 million vacation rentals → 2 million Guest Favorites → 220+ countries and regions worldwide. Backed by General Catalyst, Greylock and Kleiner Perkins.
About the role
You will join the team responsible for shaping the IT self-service experience, working closely with partners across Product, Engineering, Knowledge, and our global IT Support organization.
What they're looking for
- 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
More about this role
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
AirSupport is Airbnb’s global IT Support organization, focused on helping employees stay productive and get the technology support they need. Our goal isn’t simply to handle tickets better — it’s to make more of them unnecessary. We’re transforming the employee support experience by using data, AI, and automation to remove friction, enable seamless self-service, and deliver high-fidelity human support when it’s needed.
You will join the team responsible for shaping the IT self-service experience, working closely with partners across Product, Engineering, Knowledge, and our global IT Support organization.
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,...
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