Support AI Engineer

<div class="content-intro"><p>Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!</p></div><p class="font-claude-response-body break-words whitespace-normal">Figma is evolving the Product Support experience, powered by AI, automation, and integrated systems. The AI Infrastructure &amp; 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 AI Engineer 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.</p> <p class="font-claude-response-body break-words whitespace-normal">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.</p> <p class="font-claude-response-body break-words whitespace-normal">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.</p> <p class="font-claude-response-body break-words whitespace-normal">This is a full-time role that can be held from one of our US hubs or remotely in the United States.</p> <h4><strong>What you'll do at Figma:</strong></h4> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">Build and operationalize AI-powered workflows that improve Product Support experiences for customers and internal support teams.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Design and maintain integrations across Decagon, Zendesk, Figma admin tooling, internal data sources, and adjacent Product Support platforms.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Use LLMs and AI patterns for classification, summarization, routing, recommendations, context enrichment, and workflow automation.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Partner with Engineering, Analytics, Security, Programs, Support, and vendor teams to align on requirements, implementation, governance, and rollout.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Build quality checks, monitoring, fallback paths, and operational guardrails so AI-powered workflows can be trusted in production.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Define success metrics for each workflow, track adoption and impact, and iterate based on customer outcomes, Specialist efficiency, and adoption.</li> </ul> <h4><strong>We’d love to hear from you if you have:</strong></h4> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong coding or scripting ability, including experience with APIs, webhooks, data flows, and system and workflow data integrations.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong product and stakeholder instincts: you can translate ambiguous support problems into practical, adopted, and measurable technical solutions.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Proven track record of designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices.</li> </ul> <h4><strong>While it’s not required, it’s an added plus if you also have:</strong></h4> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience with support platforms like Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar systems.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Familiarity with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or monitoring AI workflows in production.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience building internal Slack tooling, workflow automations, or embedded support experiences.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Background in Support Engineering, Internal Tools Engineering, Solutions Engineering, Support Operations, CX Systems, or Business Systems.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Familiarity with customer support metrics such as containment, deflection, CSAT, first contact resolution, routing accuracy.</li> </ul> <p>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.</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong><span style="font-size: 16px;">Pay Transparency Disclosure</span></strong></p> <p>If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below.&nbsp;&nbsp;&nbsp;&nbsp;</p> <p>Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized