[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.ResponsibilitiesBuild and operationalize AI-powered workflows that improve Product Support experiences for customers and internal support teamsDesign and maintain integrations across Decagon, Zendesk, Figma admin tooling, internal data sources, and adjacent Product Support platformsBring 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 effectivelyUse LLMs and AI patterns for classification, summarization, routing, recommendations, context enrichment, and workflow automationPartner with Engineering, Analytics, Security, Programs, Support, and vendor teams to align on requirements, implementation, governance, and rolloutBuild quality checks, monitoring, fallback paths, and operational guardrails so AI-powered workflows can be trusted in productionDefine success metrics for each workflow, track adoption and impact, and iterate based on customer outcomes, Specialist efficiency, and adoptionSkills3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systemsStrong coding or scripting ability, including experience with APIs, webhooks, data flows, and system and workflow data integrationsHands-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 impactStrong product and stakeholder instincts: you can translate ambiguous support problems into practical, adopted, and measurable technical solutionsProven track record of designing AI workflows with clear guardrails, fallback paths, and responsible deployment practicesExperience with support platforms like Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar systemsFamiliarity with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or monitoring AI workflows in productionExperience building internal Slack tooling, workflow automations, or embedded support experiencesBackground in Support Engineering, Internal Tools Engineering, Solutions Engineering, Support Operations, CX Systems, or Business SystemsFamiliarity with customer support metrics such as containment, deflection, CSAT, first contact resolution, routing accuracyBenefitsEquity to employeesHealth, dental & visionRetirement with company contributionParental leave & reproductive or family planning supportMental health & wellness benefitsGenerous PTOCompany recharge daysA learning & development stipendA work from home stipendCell phone reimbursementSales incentive pay for most sales rolesAn annual bonus plan for eligible non-sales rolesCompany OverviewFigma is a collaborative design tool that enables teams to create, prototype, and test digital products on one platform. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.figma.com.Company H1B SponsorshipFigma has a track record of offering H1B sponsorships, with 12 in 2026, 47 in 2025, 27 in 2024, 32 in 2023, 35 in 2022, 16 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.