Join the BizTech team at Airbnb and contribute to fostering culture and connection at the company by providing reliable corporate tools, innovative products, and technical support for all teams.

As a Senior Staff Engineer in Operations, you will lead and mentor a high-performing team to scale our AI-enabled operations model and deliver AIOps solutions that streamline operational workstreams and help BizTech teams focus on their core work with confidence.

Your scope includes leading projects across multiple products and platforms, delivering world-class outcomes that create customer and community value while balancing near- and long-term needs.

Key Responsibilities:

• Lead technical strategy and discussions, partnering with Operations peers and cross-functional BizTech teams to build AIOps and automation solutions.

• Stay on top of tasks, engagements, and team interactions,active collaboration is key to success.

• Work in sprints, delivering project work across coding, testing, design, documentation, and operational readiness reviews.

• Dedicate part of each day to core Operations work, triaging tickets, spotting patterns, and driving scalable fixes that improve efficiency.

• Participate in an on-call rotation, leading high-severity incident response as both incident commander and operations engineer.

Requirements:

• 15+ years of experience across AIOps, data catalog architecture, product development, and/or Technical Operations infrastructure.

• Strong SDLC experience, including infrastructure as code, configuration management, distributed version control, and CI/CD.

• Deep expertise in complex enterprise infrastructure, especially cloud (AWS and/or Google), with a focus on AI/automation, data catalog architecture, workflows, and correlation.

• Solid understanding of corporate infrastructure and applications to translate into AIOps requirements and integrations.

• Proven ability to lead cross-team, cross-org delivery of large-scale, technically complex, ambiguous initiatives that anticipate business needs.

• Proficient in Python or Go.

• Experience building API integrations and event-driven architectures (e.g., AWS Lambda/SQS).

Preferred Qualifications:

• Experience with cloud-based infrastructure and services.

• Familiarity with containerization and orchestration tools (e.g., Docker, Kubernetes).

• Knowledge of DevOps practices and tools (e.g., Jenkins, GitLab).

• Experience with agile development methodologies and frameworks (e.g., Scrum, Kanban).

• Strong communication and interpersonal skills.

• Ability to work in a fast-paced environment and adapt to changing priorities.

Salary: $212,000-$265,000 USD per year.

Benefits: Bonus, equity, benefits, and Employee Travel Credits.

Workplace Type: Remote eligible.

Experience Level: Senior.

Employment Type: Full-time.

Category: Engineering.

Industry: Technology.

Required Skills: AIOps, data catalog architecture, product development, Technical Operations infrastructure, SDLC, infrastructure as code, configuration management, distributed version control, CI/CD, cloud (AWS and/or Google), AI/automation, data catalog architecture, workflows, and correlation.

Preferred Skills: Cloud-based infrastructure and services, containerization and orchestration tools (e.g., Docker, Kubernetes), DevOps practices and tools (e.g., Jenkins, GitLab), agile development methodologies and frameworks (e.g., Scrum, Kanban), strong communication and interpersonal skills, ability to work in a fast-paced environment and adapt to changing priorities.

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We're hiring a Software Engineer for our User Operations team to build the internal tools, data infrastructure, and AI-powered systems that make our support team the most efficient in the world. You'll work directly with our operations teams to design, implement, and scale the systems that enable us to serve millions of developers. You’ll work on everything from ticket routing optimisation to analytics dashboards to AI agents that automate workflows end-to-end.

This is an internal-facing role with exponential impact on our users. You'll be building the infrastructure that makes every person on the User Ops team faster, smarter, more empathetic, and more effective. If you've ever looked at a manual process and thought 'I could automate that,' this role might suit you well.

What you’ll do

• Design and build internal tools and applications that empower User Ops to deliver exceptional support at scale.

• Build and maintain data pipelines and dashboards that surface actionable insights on ticket volume, resolution times, and support quality.

• Optimise ticket routing and triage systems to get the right issues to the right people faster.

• Develop AI-powered automations that deflect tickets, assist agents, improve documentation, and expand knowledge for all customer-facing Cursor teams

• Build integrations across our tooling ecosystem (ticketing systems, payment processes, CRM, data warehouse, etc.) to create seamless workflows.

• Partner with Technical Support Engineers and Community Support Engineers to identify pain points and ship solutions quickly.

You may be a fit if

• Experience building internal tools, developer platforms, or operations infrastructure.

• Strong full-stack engineering skills—you're comfortable owning projects from database to UI.

• Experience with data pipelines, ETL processes, and analytics tooling.

• Familiarity with Cursor and AI-assisted development workflows.

• Experience integrating with third-party platforms (ticketing systems, payment processors, CRMs).

• Strong sense of ownership and a bias for action—you ship fast and iterate based on feedback.

• Self-starter with curiosity, creativity, and a distaste for manual toil.

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