Senior Executive IT Support Engineer, Tech Foundations
Airbnb · San Francisco, United States · 7d ago
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.
The Community You Will Join
AirSupport helps Airbnb employees stay productive wherever and however they work. Within AirSupport, 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.
The Difference You Will Make
As a Senior Executive IT Support Engineer, you will be one of the most senior technical individual contributors within AirSupport and a trusted technology partner to Airbnb’s executive population.
You will combine hands-on technical expertise with strong judgment, proactive planning, and cross-functional leadership. You will own complex and sensitive executive technology issues through resolution, anticipate risks before they become disruptions, and lead improvements that make the executive experience more reliable and supportable.
Your impact will extend beyond the issues you personally resolve. You will identify patterns in what Executive Support is seeing, connect them to broader employee technology priorities, develop recommendations, and influence the teams responsible for the underlying technology. You will help shape Executive Support technical direction, represent the support perspective in major technology decisions, and identify opportunities where solutions can benefit the broader employee population.
You will also help raise IT Support Engineering craft through technical leadership, mentoring, standards, knowledge sharing, and reusable practices.
A Typical Day
- 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.
Your Expertise
- 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: you look for recurring friction and emerging risks and work to prevent the next issue rather than only resolving the current one.
- Ability to participate in an after-hours support rotation and provide occasional onsite, travel, event, or residential support based on business need.
Additional experience that may be helpful
- 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.
Your 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.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.
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.
Reasonable Accommodations: We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.
A Note on Recruiting Scams: Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. A few things that will always be true for Airbnb’s hiring process: our open roles are posted on Airbnb’s Career’s Page at careers.airbnb.com, and our recruiters correspond only from @airbnb.com or @ext.airbnb.com email addresses. Our recruiters will never ask for your Social Security number, bank account details, passport, or payment app information while you are interviewing. We’ll also never ask you to pay a fee, send money, deposit or cash a check, or purchase work-related equipment (such as a company laptop) during the interview process. We encourage candidates to remain vigilant of these recruiting scams and not share sensitive information if you do not believe an individual is actually affiliated with Airbnb.