Note: The job is a remote job and is open to candidates in USA. Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. As a Support Engineer, AI Infrastructure, you will design, build, and operationalize integrations that enhance support tools and workflows, applying AI to improve the customer and Specialist experience.
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
- Equity to employees
- Health, dental & vision
- Retirement with company contribution
- Parental leave & reproductive or family planning support
- Mental health & wellness benefits
- Generous PTO
- Company recharge days
- A learning & development stipend
- A work from home stipend
- Cell phone reimbursement
- Sales incentive pay for most sales roles
- An annual bonus plan for eligible non-sales roles
Company Overview
Company H1B Sponsorship