Posted by employer 9 months ago
First seen on Joblaze 7 months ago
Last verified on the company career page 1 day ago
Requirements
- Experience
- 3+ years
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze insights
- Listed about 7 months ago — first seen on Joblaze April 14, 2026. Last confirmed on Figma's careers page November 10, 2026.
- Salary band is below the typical range for AI/ML roles (median ~$189,308).
- Starts above 29% of 95 comparable mid ai/ml roles in United States that list AI/ML we track (median $150,000 across 38 companies). See AI/ML salary trends
- AI/ML appears in 52.7% of 476 comparable mid ai/ml roles in United States; SQL appears in 5.5% of 476 comparable mid ai/ml roles in United States.
Quick facts
- Is the Support Engineer, AI Infrastructure & Tooling role remote?
- Yes — Figma lists this as a fully remote position.
- What's the salary range?
- Figma lists $140,000–$202,000 for this role.
- How much experience is required?
- At least 3 years of relevant experience for this Support Engineer, AI Infrastructure & Tooling role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, BI tools, SQL, Zendesk.
- What seniority level is this role?
- Figma targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Support Engineer, AI Infrastructure & Tooling role at Figma.
From the original posting
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. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!
Figma is evolving the Product Support experience, powered by AI, automation, and integrated systems. The AI Infrastructure & Tooling team helps make that possible by building intelligent, resilient, and integrated solutions that automate workflows, connect systems, and streamline support operations. As a Support Engineer, AI Infrastructure & Tooling on this team, you'll be the technical execution layer that brings our support tools, customer and account context, internal systems, and AI workflows together.
You'll design, build, and operationalize integrations across systems like Decagon, Zendesk, Figma admin tooling, and adjacent Product Support platforms. Your work will help us bring the right context into customer conversations, automate complex workflows, and optimize both the customer and Specialist experience by applying AI where it can meaningfully improve support workflows, quality, and efficiency.
This role is ideal for someone who can move from ambiguous support problems to working technical solutions: understanding the workflow, identifying the systems involved, building the integration or automation, validating the data flow, and measuring the impact on customer outcomes and Specialist efficiency.
This is a full-time role that can be held from one of our US hubs or remotely in the United States.
What you'll do at Figma:
- 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
- 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
We’d love to hear from you if you have:
- 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, orchestrating data flows, and integrating systems across complex workflows.
- 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 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
Pay Transparency Disclosure
At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated 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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Standard company text repeated across Figma's postings is omitted here.