Support AI Engineer

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

Requirements

• 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

Qualifications

• 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

Skills

• Experience with LLMs and AI patterns for classification, summarization, routing, recommendations, context enrichment, and workflow automation
• Ability to design and implement integrations across multiple systems
• Proficiency in modern back-end technologies and languages
• Experience with customer support platforms and tools
• Knowledge of AI and automation principles

Benefits

• Competitive health, dental, and vision benefits
• Retirement with company contribution
• Parenthood leave and reproductive or family planning support
• Mental health and wellness benefits
• Generous paid time off and company recharge days
• Learning and development stipend
• Work from home stipend
• Cell phone reimbursement

Pay

• $169,000 - $245,000 USD annual base salary range

Schedule

• Full-time role that can be held from one of Figma’s US hubs or remotely in the United States