Senior Executive IT Support Engineer

Who you are

• 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
• 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

What the job involves

• 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
• 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
• 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

Benefits

• Paid volunteer time
• Health food and snacks
• Generous parental and family leave
• Learning and development
• Annual travel and experiences credit