Support Engineer, AI Infrastructure & Tooling

This role sits on Figma's AI Infrastructure & Tooling team, which builds automation and integrations to modernize Product Support using AI. The engineer will design and maintain integrations across tools like Decagon, Zendesk, and Figma's admin systems, bringing customer and account context into support conversations. The work involves applying LLMs for classification, summarization, and routing, plus building monitoring and fallback mechanisms so AI workflows can run reliably in production.

• 3+ years building integrations, automations, or internal tools for customer-facing systems; strong backend skills (Ruby, Python, Go, C++, PostgreSQL) including APIs, webhooks, and data orchestration; hands-on experience with LLM-powered workflows or AI-enabled support automation; ability to translate ambiguous support problems into practical technical solutions; experience designing AI workflows with guardrails and fallback paths.