Support AI Engineer

About this role

Figma seeks a Support AI Engineer to build AI-powered integrations and automations that enhance product support operations. You'll connect systems like Zendesk and Decagon, implement intelligent workflows, and measure impact on both customer and support team efficiency.

What you'll do

• Design and maintain integrations across support platforms, admin tools, and internal data sources
• Build AI-powered workflows for classification, routing, summarization, and context enrichment
• Bring customer and account metadata into support conversations to enable faster issue resolution
• Establish quality checks, monitoring, and operational safeguards for production AI systems
• Partner cross-functionally with Engineering, Analytics, Security, and Support teams
• Define success metrics and iterate workflows based on adoption and customer outcomes

What they're looking for

• Backend development (Python, Ruby, Go, C++)
• API design and webhook implementation
• LLM and AI workflow experience
• System integration and data orchestration
• SQL/PostgreSQL databases
• Product thinking and stakeholder management
• Monitoring and operational debugging
• AI responsible deployment practices