Support Engineer, AI Infrastructure

Figma
San Francisco, New York
Workplace: OnsiteFull timeUSD 140,000 - 202,000 annuallyFunction: Data Science & Machine LearningExperience: 3+ yearsSkills: ["Communication","Collaboration","Problem-solving","Stakeholder management"]

Design, build, and operationalize AI-driven integrations and workflows to enhance Product Support. You’ll connect Decagon, Zendesk, and internal tooling, applying AI to automate processes, enrich context, and improve customer and Specialist experiences at scale.

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FursaFursa
Figma
Figma
6 months ago

Support Engineer, AI Infrastructure

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 minutes agoStatus: Live

Job Summary

Design, build, and operationalize AI-driven integrations and workflows to enhance Product Support. You’ll connect Decagon, Zendesk, and internal tooling, applying AI to automate processes, enrich context, and improve customer and Specialist experiences at scale.
Location: San Francisco, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning

Key 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 the context they need to resolve issues more effectively.
  • •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.

Pay and Benefits

Salary: USD 140,000 - 202,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionRetirementLearning BudgetRemote WorkCell Phone

Key Requirements

  • •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, including working with operational data to debug issues, improve workflows, and measure impact.
  • •Strong product and stakeholder instincts: you can translate ambiguous support problems into practical, adopted, and measurable technical solutions.
  • •Proven track record of designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices.
Experience:3+ yearsAISaaSCustomer support
Skills:CommunicationCollaborationProblem-solvingStakeholder management
Languages:English
Tech Stack:APIsWebhooksLLMsData integrationsZendeskDecagonInternal tooling

Company Brief

Figma
Design collaboration platform for teams that enables interface design, prototyping, and real-time collaboration in the browser. Figma streamlines product design workflows, handoff to developers, and design system management for organizations of all sizes.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn