Support AI Engineer

About Figma

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!

About the Role

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 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. 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.

What you'll do at Figma:

• 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.

We’d love to hear from you if you have:

• 3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems.
• Strong coding or scripting ability, including experience with APIs, webhooks, data flows, and system and workflow data integrations.
• 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.

Bonus points if you have:

• 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.

Our Culture

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.

Pay Transparency Disclosure

If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. 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 according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

Benefits

Figma offers equity to employees, as well a competitive package of additional benefits, including 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, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future.

Annual Base Salary Range:

$140,000—$202,000 USD

Equal Opportunity

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. Examples of accommodations include but are not limited to: Holding interviews in an accessible locationEnabling closed captioning on video conferencingEnsuring all written communication be compatible with screen readersChanging the mode or format of interviews.

Interview Process

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

Candidate Privacy

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.

Key skills/competency:

AI, Machine Learning, LLMs, Integrations, APIs, Automation, Python, Zendesk, System Design, Problem Solving.