Support AI Engineer

Posted July 19, 2026

About this opportunity

Opportunity Overview

Figma is hiring a Support AI Engineer to work full-time remotely in the United States. The role involves designing, building, and operationalizing AI-powered workflows to improve Product Support experiences for customers and internal support teams. Figma provides a platform for teams to bring ideas to life, from brainstorming to creating prototypes and translating designs into code. The Support AI Engineer will work on building integrations across systems like Decagon, Zendesk, and Figma admin tooling, and will use LLMs and AI patterns for classification, summarization, routing, recommendations, context enrichment, and workflow automation. The ideal candidate will have experience shipping integrations, automations, or internal tools across customer-facing operational systems, as well as hands-on experience with LLM-powered workflows, AI automations, or AI-enabled customer/support experiences. Figma values diversity and inclusion, and is committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. Figma offers a range of benefits to its employees, including competitive compensation and a supportive work environment. The company is looking for a candidate who can work collaboratively with Engineering, Analytics, Security, Programs, Support, and vendor teams to align on requirements, implementation, governance, and rollout.

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
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

Benefits

Annual base salary range of $169,000 - $245,000 USD
Equity
Health, dental, and vision insurance
Retirement with company contribution
Parental leave and reproductive or family planning support
Mental health and wellness benefits
Generous PTO
Company recharge days
Learning and development stipend
Work from home stipend
Cell phone reimbursement

Requirements & Qualifications

3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems
Strong coding or scripting ability, including experience with APIs, webhooks, data flows, and system and workflow data integrations
Hands-on experience with LLM-powered workflows, AI automations, or AI-enabled customer/support experiences
Strong product and stakeholder instincts
Proven track record of designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices
Experience with support platforms like Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar systems
Familiarity with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or monitoring AI workflows in production
Experience building internal Slack tooling, workflow automations, or embedded support experiences
Background in Support Engineering, Internal Tools Engineering, Solutions Engineering, Support Operations, CX Systems, or Business Systems
Familiarity with customer support metrics such as containment, deflection, CSAT, first contact resolution, routing accuracy

How to Apply

Review the job description and requirements to ensure you are a good fit for the role.
Prepare your resume and any other supporting materials, such as a cover letter or portfolio.
Click the Apply button below to submit your application.

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