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FigmaSupport Engineer, AI Infrastructure & Tooling
Figma provides a collaborative design platform that enables distributed teams to brainstorm, prototype, translate design assets into code, and manage workflows in real time. The organization…
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About This Role
Figma provides a collaborative design platform that enables distributed teams to brainstorm, prototype, translate design assets into code, and manage workflows in real time. The organization is currently scaling its Product Support operations through automation and artificial intelligence. The AI Infrastructure & Tooling group constructs connected, resilient systems that bridge technical gaps and optimize internal processes. As a Support Engineer specializing in AI Infrastructure & Tooling, you will act as…
Job Description
Figma provides a collaborative design platform that enables distributed teams to brainstorm, prototype, translate design assets into code, and manage workflows in real time. The organization is currently scaling its Product Support operations through automation and artificial intelligence. The AI Infrastructure & Tooling group constructs connected, resilient systems that bridge technical gaps and optimize internal processes.
As a Support Engineer specializing in AI Infrastructure & Tooling, you will act as the technical backbone linking customer context, support tooling, and machine learning pipelines. This position suits an engineer capable of navigating ambiguous operational problems and translating them into robust, measurable technical solutions. Your day-to-day work involves engineering system integrations, establishing data verification paths, and deploying intelligent workflows that enhance productivity for customers and internal specialists alike.
This full-time position is based out of the Austin hub, with options for remote work across the United States. You will collaborate closely with cross-functional teams including Engineering, Security, Analytics, and external vendors to design guardrails and maintain production stability for intelligent tools.
Responsibilities
- Develop and maintain AI-driven workflows to enhance support experiences for users and internal teams
- Integrate platforms such as Decagon, Zendesk, Figma admin tooling, and internal data repositories
- Incorporate customer, account, file, and billing metadata directly into support interactions
- Leverage language models and artificial intelligence methodologies for routing, classification, context enrichment, and summarization
- Collaborate across Engineering, Analytics, Security, Programs, and vendor groups on rollout and governance
- Construct monitoring systems, quality checks, and production guardrails for automated processes
- Establish success metrics, monitor feature adoption, and evaluate the impact on efficiency and customer outcomes
Requirements
- Three or more years of experience deploying internal tools, automations, or operational integrations
- Proficiency in backend technologies and languages including Python, Ruby, Go, C++, or PostgreSQL
- Practical background in building APIs, managing webhooks, orchestrating data pipelines, and integrating enterprise systems
- Experience implementing LLM-driven workflows or AI-enabled support experiences
- Ability to utilize operational data to troubleshoot issues and quantify performance impact
Qualifications
- Familiarity with customer support applications like Zendesk, Decagon, Sprinklr, Gainsight, Salesforce, Assembled, or QA tools
- Exposure to agent assistance tools, RAG architectures, AI chatbots, copilot solutions, and observability metrics
- Experience building internal Slack applications, workflow automations, or embedded support features
- Background in Internal Tools Engineering, Support Engineering, Solutions Engineering, CX Systems, or Business Systems
- Knowledge of key support metrics including deflection, containment, first contact resolution, and CSAT
Core Skills
Benefits
- Annual base salary range between $169,000 and $245,000 USD
- Employee equity options
- Health, dental, and vision coverage
- Retirement plans featuring company contributions
- Paid parental leave and family planning assistance
- Mental health and wellness programs
- Flexible paid time off and paid sick leave
- Cell phone and home internet stipends
- Lifestyle spending accounts and company recharge days
Frequently Asked Questions
Where is this job located?
This full-time position can be based out of the Austin hub or performed remotely from anywhere in the United States.
What is the salary range for this role?
The annual base salary range is between $169,000 and $245,000 USD, with actual compensation determined by qualifications, interview performance, and location.
What kind of background is required?
Candidates must have at least three years of experience shipping integrations or internal tools, strong backend programming skills, and hands-on experience with LLM-powered workflows or AI automations.
How do I apply if I need an accommodation?
Applicants requiring an accommodation can reach out directly via email to accommodations-ext@figma.com.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.