Support Engineer, AI Infrastructure & Tooling

Location: Remote within the United States or onsite at Figma hubs in San Francisco, CA, or New York, NY. In-person onboarding is required for hires.

Annual base salary: $169,000–$245,000 USD

Company

Figma develops a collaborative design platform that helps teams brainstorm, prototype, translate designs into code, and iterate with AI.

What you will do

• Build and operationalize AI-powered workflows for customers and Product Support teams.
• Design and maintain integrations across Decagon, Zendesk, Figma admin tooling, internal data sources, and related support platforms.
• Enrich support conversations with customer, account, product, billing, file, and admin metadata.
• Apply LLMs for classification, summarization, routing, recommendations, context enrichment, and workflow automation.
• Partner with Engineering, Analytics, Security, Programs, Support, and vendors on requirements, governance, implementation, and rollout.
• Develop quality checks, monitoring, fallback paths, operational guardrails, and success metrics for production workflows.

Requirements

• 3+ years of experience shipping integrations, automations, or internal tools for customer-facing operational systems.
• Strong proficiency in modern backend technologies such as Ruby, Python, Go, C++, and PostgreSQL.
• Hands-on experience building APIs, implementing webhooks, orchestrating data flows, and integrating complex systems.
• Experience with LLM-powered workflows, AI automations, or AI-enabled customer and support experiences.
• Ability to translate ambiguous support problems into practical, measurable technical solutions.
• Experience designing AI workflows with guardrails, fallback paths, and responsible deployment practices.

Nice to have

• Experience with Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar platforms.
• Familiarity with agent-assist tools, AI support chatbots, copilots, RAG, AI observability, or production monitoring.
• 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.
• Knowledge of support metrics such as containment, deflection, CSAT, first-contact resolution, and routing accuracy.

Culture & Benefits

• Health, dental, and vision coverage with retirement benefits and company contributions.
• Parental leave, reproductive and family planning support, and mental health and wellness benefits.
• Paid time off, paid sick leave, holidays, and flexible PTO for eligible exempt employees.
• Potential recharge days, cell phone and home internet reimbursements, and lifestyle spending accounts.
• Equity and annual bonus eligibility for non-sales roles.
• Reasonable accommodations are available throughout the application, interview, and employment process.

Hiring process

• Job level and compensation are determined based on qualifications, experience, expected impact, scope, market conditions, and work location.
• Cameras must remain on during video interviews.
• In-person onboarding is required after hiring.