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Figma is seeking a Support Engineer to join the AI Infrastructure & Tooling team, which is transforming product support through AI, automation, and integrated systems. In this role, you'll be the technical execution layer connecting support tools, customer context, internal systems, and AI workflows to create intelligent, resilient solutions.
You'll design, build, and operationalize integrations across platforms like Decagon, Zendesk, Figma admin tooling, and adjacent support systems. Your work will bring relevant customer, account, product, billing, and admin metadata into support conversations, enabling both AI chatbots and support specialists to resolve issues more effectively. You'll leverage LLMs and AI patterns for classification, summarization, routing, recommendations, context enrichment, and workflow automation.
Key responsibilities include building and operationalizing AI-powered workflows that improve experiences for both customers and internal support teams; designing integrations that enrich support conversations with critical context; implementing quality checks, monitoring, and operational guardrails to ensure AI workflows can be trusted in production; and defining success metrics to track adoption and impact.
You'll partner across Engineering, Analytics, Security, Programs, Support, and vendor teams to align on requirements, implementation, governance, and rollout. This is a full-time role based in one of Figma's US hubs (San Francisco or New York) or remote within the United States.
Required: 3+ years shipping integrations, automations, or internal tools across customer-facing operational systems; strong proficiency in modern back-end technologies (Ruby, Python, Go, C++, PostgreSQL) with hands-on API, webhook, and data orchestration experience; hands-on experience with LLM-powered workflows and AI-enabled support experiences; strong product and stakeholder instincts to translate ambiguous problems into practical solutions; proven track record designing AI workflows with clear guardrails and responsible deployment practices.
Preferred: experience with support platforms like Zendesk, Decagon, Sprinklr, Gainsight, or similar systems.
