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FigmaBusiness Systems Analyst
Figma seeks a Business Systems Analyst to join the Operations and Strategy team within Customer Operations and Support. This full-time position can be based in Austin…
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About This Role
Figma seeks a Business Systems Analyst to join the Operations and Strategy team within Customer Operations and Support. This full-time position can be based in Austin or other company hubs, or worked remotely across the United States. The organization builds a collaborative digital platform that enables teams to design, prototype, and code together in real time. In this position, the professional will manage, refine, and support the technology infrastructure utilized…
Job Description
Figma seeks a Business Systems Analyst to join the Operations and Strategy team within Customer Operations and Support. This full-time position can be based in Austin or other company hubs, or worked remotely across the United States. The organization builds a collaborative digital platform that enables teams to design, prototype, and code together in real time. In this position, the professional will manage, refine, and support the technology infrastructure utilized by the customer support division.
The ideal candidate is a versatile systems administrator with extensive background in Zendesk and familiarity with Decagon. Responsibilities involve overseeing system health, implementing changes across the support stack, and collaborating with cross-functional partners to enhance workflows for customers and specialists alike. Figma offers a compensation package with an annual base salary range of $105,000 to $245,000 USD, along with equity, health benefits, retirement plans, and other perks.
Responsibilities
- Manage and fine-tune the customer support division Zendesk setup, covering routing, automations, and permissions
- Drive enhancements for ticket classification, queue structure, and skills-based routing
- Administer Decagon and configure its integration with Zendesk for AI-escalated tasks
- Handle administration across additional support platforms like Sprinklr, Gainsight, MaestroQA, and Assembled
- Assess and introduce agent-facing artificial intelligence solutions including Zendesk Copilot
- Manage end-to-end system modifications from requirements gathering to rollout and monitoring
- Produce and maintain system documentation, operational guides, and architecture diagrams
Requirements
- Minimum of 3 years working as a Zendesk administrator or Business Systems Analyst supporting customer or product support teams
- Hands-on background configuring Zendesk routing, automations, and channel setups
- Practical experience administering Decagon and integrating it with Zendesk
- Background supporting multiple tools within a support environment and learning new tech quickly
- Demonstrated ability to drive system modifications independently or alongside Engineering, IT, Security, or Analytics
- Solid communication, ownership, and judgment when collaborating with technical and non-technical stakeholders
Qualifications
- Zendesk Administrator certification
- Background setting up intelligent or skills-based routing and classification
- Familiarity with Zendesk Copilot or other AI support tech
- Administrative experience with Sprinklr, Gainsight, MaestroQA, Assembled, or Salesforce
- Knowledge of APIs, webhooks, custom Zendesk applications, scripting, SQL, or analytics platforms
Core Skills
Benefits
- Annual base salary range between $105,000 and $245,000 USD
- Company equity
- Health, dental, and vision insurance
- Retirement plans featuring employer contributions
- Paid parental leave and family planning support
- Mental health and wellness programs
- Paid time off, holidays, and flexible sick leave
- Flexible paid time off for exempt personnel
- Cell phone and home internet stipends
- Lifestyle spending accounts and company recharge days
Frequently Asked Questions
What is the location and remote work policy for this role?
This full-time position can be performed from one of the employer's United States hubs or remotely from anywhere in the United States. However, hired employees are required to attend in-person onboarding.
What is the salary range for the Business Systems Analyst position?
The annual base salary range is between $105,000 and $245,000 USD. Actual compensation is determined based on individual qualifications, market demands, and work location.
What level of experience is required?
Applicants must have at least 3 years of experience functioning as a Zendesk administrator or Business Systems Analyst supporting a product or customer support organization.
Sample Interview Questions
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