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Support Engineer, AI Infrastructure & Tooling

FigmaSan Francisco, CA • New York, NY • United StatesCustomer Operations and Support
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Salary
Not listed
Job type
Full-time
Posted
13 Feb 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Support Engineer, AI Infrastructure & Tooling role at Figma is an opportunity to design and operationalize intelligent support systems that empower customers and internal teams. This position is ideal for a technical professional who can translate ambiguous support challenges into measurable, working technical integrations across various platforms.

Key Responsibilities

Build and operationalize AI-powered workflows to enhance the Product Support experience for customers and internal teams.
Design and maintain integrations across systems such as Decagon, Zendesk, Figma admin tooling, and internal data sources.
Integrate relevant customer, account, product, billing, file, or admin metadata into support conversations to provide essential context for chatbots and Specialists.
Utilize 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 ensure alignment on requirements, implementation, governance, and rollout.
Establish quality checks, monitoring, fallback paths, and operational guardrails for production-ready AI workflows.
Define success metrics for each workflow, track adoption and impact, and iterate based on customer outcomes and Specialist efficiency.

Requirements

3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems.
Strong proficiency in modern back-end technologies and languages, such as Ruby, Python, Go, C++, and PostgreSQL.
Hands-on experience building APIs, implementing webhooks, orchestrating data flows, and integrating systems across complex workflows.
Practical background working with LLM-powered workflows, AI automations, or AI-enabled customer and support experiences.
Proven ability to translate ambiguous support problems into practical, adopted, and measurable technical solutions.
Track record of designing AI workflows equipped with clear guardrails, fallback paths, and responsible deployment practices.

Nice to Have

Familiarity with support platforms like Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, or Salesforce.
Experience with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or monitoring AI workflows in production.
Background in building internal Slack tooling, workflow automations, or embedded support experiences.
Previous experience in Support Engineering, Internal Tools Engineering, Solutions Engineering, Support Operations, CX Systems, or Business Systems.
Knowledge of customer support metrics including containment, deflection, CSAT, first contact resolution, and routing accuracy.

Skills and Tools

Python
C++
Ruby
Go
PostgreSQL
LLMs
RAG
Figma
APIs and webhooks
Zendesk and Decagon integration platforms

Salary and Benefits

Annual base salary range of $169,000 to $245,000 USD.
Equity options and a comprehensive package of health, dental, and vision coverage.
Retirement benefits featuring company contributions.
Parental leave alongside reproductive or family planning support.
Mental health and wellness benefits, flexible paid time off, and paid sick leave.
Additional perks including company recharge days, cell phone and home internet reimbursements, lifestyle spending accounts, and an annual bonus plan.

About the Company

Figma is dedicated to making design accessible to all through a platform that helps teams bring ideas to life from anywhere in the world. The company fosters a collaborative and inclusive workplace that celebrates differences and embraces individuals from diverse backgrounds and experiences.

How to Apply

To apply for this position, please visit the official Figma careers page and submit your application materials online.

Skills and tech stack

PythonC++LLMRAGFigma

Questions candidates ask

What is the salary range for the Support Engineer position?

The annual base salary range is $169,000 to $245,000 USD, with final compensation depending on objective factors like qualifications, experience, and work location.

How many years of experience are required for this role?

Candidates must have 3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems.

Is this position remote?

This full-time role can be held from one of Figma's US hubs or remotely within the United States.

What technical skills are expected?

Applicants should have strong proficiency in modern back-end technologies such as Ruby, Python, Go, C++, and PostgreSQL, alongside experience with APIs, webhooks, and LLM-powered workflows.

What benefits does Figma offer to employees?

Figma provides equity, health, dental, and vision coverage, retirement benefits with company contributions, parental leave, mental health support, flexible PTO, wellness perks, and lifestyle spending accounts.

Ready to apply?

The application is on the official Figma careers page.

Apply on company site