The opportunity
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.
What you'll do
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
What they're looking for
- Define success metrics for each workflow, track adoption and impact, and: iterate based on customer outcomes, Specialist efficiency, and adoption
- + 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
