AI-Powered Support Systems Engineer

Figma; New York, San Francisco (NY, CA); On-site; USD 169,000 - 245,000; Full time

Benefits offered by this job

Equity

Health, dental & vision

Retirement plan

Parental leave

Wellness benefits

PTO & leave

Learning & development stipend

Home office stipend

Job summary

Figma is expanding its AI Infrastructure & Tooling team, building integrated AI workflows for product support. You’ll connect Decagon, Zendesk, and internal tooling to bring rich customer context into conversations and automate complex processes.

These roles involve designing robust AI systems and measuring impact across customer outcomes and Specialist efficiency. You’ll work across engineering, security, analytics, and programs to define requirements, governance, and rollout with a bias toward

Qualifications

• 3+ years shipping integrations or internal tools for customer-facing systems.
• Proficient in modern back-end languages (Ruby, Python, Go, C++, PostgreSQL).
• Hands-on with LLM-powered workflows and AI automation.
• Strong product and stakeholder instincts; translate problems to technical solutions.
• Experience designing AI workflows with guardrails and safe deployment.

Responsibilities

• Build and operationalize AI-powered workflows for product support.
• Design and maintain integrations across platforms like Decagon and Zendesk.
• Provide context-rich data to chatbots and Specialists for resolution.
• Implement AI patterns for classification, routing, and automation.
• Collaborate with cross-functional teams on requirements, governance, and rollout.
• Establish quality checks, monitoring, and guardrails for production workflows.
• Define success metrics and iterate based on outcomes and adoption.

Skills

Integrations

Back-end programming

LLM workflows

Product sense

Guardrails & safety

Tools

Decagon

Zendesk

Figma admin tooling

APIs & webhooks

Data orchestration

Job description

Figma is expanding its AI Infrastructure & Tooling team, building integrated AI workflows for product support. You’ll connect Decagon, Zendesk, and internal tooling to bring rich customer context into conversations and automate complex processes.

These roles involve designing robust AI systems and measuring impact across customer outcomes and Specialist efficiency. You’ll work across engineering, security, analytics, and programs to define requirements, governance, and rollout with a bias toward