Figma

Figma is evolving the Product Support experience, powered by AI, automation, and integrated systems. The AI Infrastructure & Tooling team helps make that possible by building intelligent, resilient, and integrated solutions that automate workflows, connect systems, and streamline support operations. As a Support Engineer, AI Infrastructure on this team, you'll be the technical execution layer that brings our support tools, customer and account context, internal systems, and AI workflows together.

You'll design, build, and operationalize integrations across systems like Decagon, Zendesk, Figma admin tooling, and adjacent Product Support platforms. Your work will help us bring the right context into customer conversations, automate complex workflows, and optimize both the customer and Specialist experience by applying AI where it can meaningfully improve support workflows, quality, and efficiency.

This role is ideal for someone who can move from ambiguous support problems to working technical solutions: understanding the workflow, identifying the systems involved, building the integration or automation, validating the data flow, and measuring the impact on customer outcomes and Specialist efficiency.

This is a full-time role that can be held from one of our US hubs or remotely in the United States.

• Build and operationalize AI-powered workflows that improve Product Support experiences for customers and internal support teams
• Design and maintain integrations across Decagon, Zendesk, Figma admin tooling, internal data sources, and adjacent Product Support platforms
• Bring relevant customer, account, product, billing, file, or admin metadata into support conversations so chatbots and Specialists have the context they need to resolve issues more effectively
• Use LLMs and AI patterns for classification, summarization, routing, recommendations, context enrichment, and workflow automation
• Partner with Engineering, Analytics, Security, Programs, Support, and vendor teams to align on requirements, implementation, governance, and rollout
• Build quality checks, monitoring, fallback paths, and operational guardrails so AI-powered workflows can be trusted in production
• Define success metrics for each workflow, track adoption and impact, and iterate based on customer outcomes, Specialist efficiency, and adoption

• 3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems
• Strong proficiency in modern back-end technologies and languages (e.g., Ruby, Python, Go, C++, PostgreSQL), with hands-on experience building APIs, implementing webhooks, orchestrating data flows, and integrating systems across complex workflows.
• Hands-on experience with LLM-powered workflows, AI automations, or AI-enabled customer/support experiences, including working with operational data to debug issues, improve workflows, and measure impact
• Strong product and stakeholder instincts: you can translate ambiguous support problems into practical, adopted, and measurable technical solutions
• Proven track record of designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices

• Experience with support platforms like Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar systems
• Familiarity with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or monitoring AI workflows in production
• Experience building internal Slack tooling, workflow automations, or embedded support experiences
• Background in Support Engineering, Internal Tools Engineering, Solutions Engineering, Support Operations, CX Systems, or Business Systems
• Familiarity with customer support metrics such as containment, deflection, CSAT, first contact resolution, routing accuracy

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you're excited about this role but your past experience doesn't align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.