2 months ago
San Francisco, CA, USA or New York, NY, USAMid Level
H1B sponsor
Base Salary
$169k - $245k/yr
Responsibilities
- Build and operationalize AI-powered workflows that improve customer and internal Product Support experiences.
- Design and maintain integrations across Decagon, Zendesk, Figma admin tooling, internal data sources, and adjacent support platforms.
- Integrate customer, account, product, billing, file, and admin metadata into support conversations.
- 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 on requirements, implementation, governance, and rollout.
- Build quality checks, monitoring, fallback paths, and operational guardrails for production AI workflows.
- Define workflow success metrics, track adoption and impact, and iterate based on customer outcomes and Specialist efficiency.
Requirements
- At least 3 years of experience shipping integrations, automations, or internal tools across customer-facing operational systems.
- Strong proficiency with modern backend technologies and languages such as Ruby, Python, Go, C++, and PostgreSQL.
- Hands-on experience building APIs, implementing webhooks, orchestrating data flows, and integrating systems across complex workflows.
- Experience with LLM-powered workflows, AI automations, or AI-enabled customer and support experiences.
- Ability to use operational data to debug issues, improve workflows, and measure impact.
- Strong product and stakeholder judgment for translating ambiguous support problems into practical, adopted, and measurable technical solutions.
- Proven experience designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices.
- Preferred experience with support platforms such as Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar systems.
- Preferred familiarity with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or production monitoring of AI workflows.
- Preferred experience building internal Slack tooling, workflow automations, or embedded support experiences.
- Relevant backgrounds may include 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, and routing accuracy is a plus.
Benefits
- Full-time role based at a U.S. hub or remotely within the United States.
- Health, dental, and vision coverage.
- Retirement benefits with company contributions.
- Parental leave and reproductive or family planning support.
- Mental health and wellness benefits.
- Paid time off, paid sick leave, holidays, and flexible PTO for eligible exempt employees.
- Company recharge days, cell phone and home internet reimbursements, and lifestyle spending accounts may be available.
- Annual bonus plan for eligible non-sales employees.
- Equity and additional benefits are offered subject to applicable plan terms.
- In-person onboarding is required if hired.
Tech Stack
Categories
About Figma
Figma builds a browser-based platform for interface design, prototyping, whiteboarding, and developer handoff used by product, design, and engineering teams. Its main products—Figma Design and FigJam—are sold as SaaS with tiered subscriptions for individuals, teams, and enterprises, plus an ecosystem of plugins and integrations. Founded in 2012 and headquartered in San Francisco, the company is privately held and enables real-time collaboration on the web and desktop apps.