Remote AI Infrastructure & Support Engineer

Figma; United States; Remote; USD 169,000 - 245,000; Full time

Benefits offered by this job

Equity

Health, dental, and vision coverage

Retirement benefits

Parental leave

Paid time off

Job summary

Figma is expanding its AI Infrastructure & Tooling team to design, build, and operationalize AI-powered workflows for Product Support. You will integrate Decagon, Zendesk, and internal tools to surface context in conversations and automate complex support processes.

This full-time role supports remote work within the United States and partnerships with Engineering, Analytics, Security, and Support teams to ensure reliable, measurable impact.

Qualifications

• 3+ years of experience shipping integrations, automations, or internal tools.
• Hands-on experience with APIs, webhooks, and data flows across complex workflows.
• Experience with LLM-powered workflows, AI automations, or AI-enabled customer/support experiences.
• Strong product and stakeholder instincts to translate ambiguous problems into technical solutions.
• Proven ability to design AI workflows with guardrails and responsible deployment practices.

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 context to resolve issues.
• 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

LLM

API design

Data flow

System integration

Tools

Ruby

Python

Go

C++

PostgreSQL

Job description

Figma is expanding its AI Infrastructure & Tooling team to design, build, and operationalize AI-powered workflows for Product Support. You will integrate Decagon, Zendesk, and internal tools to surface context in conversations and automate complex support processes.

This full-time role supports remote work within the United States and partnerships with Engineering, Analytics, Security, and Support teams to ensure reliable, measurable impact.