Support Engineer, AI Infrastructure & Tooling

Job summary

Responsibilities

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.

• 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…
• 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

What they're looking for

• 3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems
• Strong proficiency in modern back-end technologies and languages (e.g., Ruby, Python, Go, C++, PostgreSQL), with hands-on experience building APIs, implementing webhooks…
• Hands-on experience with LLM-powered workflows, AI automations, or AI-enabled customer/support experiences, including working with operational data to debug issues, improve…
• 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

Tech stack

• Python
• Go
• C++
• PostgreSQL
• RAG
• Figma