Remote Zendesk Systems Analyst (AI & Decagon)

Figma; United States; Remote; USD 105,000 - 245,000; Full time

Benefits offered by this job

Health coverage

Retirement benefits

Parental leave

Flexible PTO

Job summary

Figma is seeking a skilled Admin within the Operations & Strategy COS team to own Zendesk environments, Decagon integration, and broader support tooling. You will maintain system health, optimize workflows, and drive AI-enabled enhancements across Zendesk Copilot and related tools.

You’ll collaborate with Engineering, IT, Security, and Analytics to design, test, and roll out changes, while documenting processes and ensuring scalable support operations from a US hub or remote within the United

Qualifications

• 3+ years as Zendesk administrator or similar role supporting a customer or product support org.
• Hands-on Zendesk workflows, routing, automations, and Decagon integration.
• Experience with multiple support tools and ability to learn quickly.
• Experience leading systems changes with Engineering, IT, Security, or Analytics.

Responsibilities

• Own and optimize the COS Zendesk environment, including workflows, rules, automations, routing, permissions, and system health.
• Lead improvements to ticket classification, queue design, backlog management, and skills-based routing.
• Administer Decagon and its Zendesk integration, including handoffs, escalations, and routing of AI‑escalated tickets.
• Serve as hands‑on admin across Sprinklr, Gainsight, MaestroQA, Assembled, and related tools.
• Evaluate and expand agent‑facing AI capabilities, including Zendesk Copilot.
• Own the lifecycle of systems changes, including requirements, design, testing, rollout, communication, and post‑launch monitoring.
• Create and maintain documentation across systems, including playbooks, operating procedures, change logs, and architecture diagrams.

Skills

Zendesk admin

Business Systems Analyst

Cross-team collaboration

Technical communication

Tools

Decagon

Zendesk

Sprinklr

Gainsight

MaestroQA

Assembled

Salesforce

Job description

Figma is seeking a skilled Admin within the Operations & Strategy COS team to own Zendesk environments, Decagon integration, and broader support tooling. You will maintain system health, optimize workflows, and drive AI-enabled enhancements across Zendesk Copilot and related tools.

You’ll collaborate with Engineering, IT, Security, and Analytics to design, test, and roll out changes, while documenting processes and ensuring scalable support operations from a US hub or remote within the United