[Remote] Support AI Engineer

Note: The job is a remote job and is open to candidates in USA. Figma is a company dedicated to making design accessible to all, and they are seeking a Support AI Engineer to enhance their Product Support experience through AI and automation. In this role, you will design and operationalize integrations and workflows that improve the support experience for customers and internal teams, leveraging AI to automate processes and optimize efficiency.

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 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
• 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

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