Note: The job is a remote job and is open to candidates in USA. Figma is a collaborative design and development platform that helps teams bring ideas to life through real-time workflows and AI. The Support Engineer, AI Infrastructure & Tooling will build and operationalize AI-powered workflows, integrations, and automations across support systems to improve customer and Specialist experiences. The role will also establish monitoring, guardrails, success metrics, and cross-functional rollout processes for AI-enabled support solutions.

Responsibilities

• 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

Skills

• 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

Benefits

• Figma offers equity to employees.
• Health, dental, and vision coverage.
• Retirement benefits with company contributions.
• Parental leave and reproductive or family planning support.
• Mental health and wellness benefits.
• Paid time off.
• Paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations.
• Exempt employees are eligible for employer-provided paid flexible PTO in addition to flexible paid sick leave.
• Company recharge days.
• Cell phone and home internet reimbursements.
• A number of lifestyle spending accounts.
• An annual bonus plan for eligible non-sales roles.

Company Overview

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