Support AI Engineer

New

FigmaSoftware Design

Can be held from one of our US hubs or remotely in the United StatesFull-TimeMiddle

Salary140,000 - 202,000 USD per year

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Job Details

3+ years of experience shipping integrations, automations, or internal tools across customer-facing operational systems.
Strong coding or scripting ability, including experience with APIs, webhooks, data flows, and system and workflow data integrations.
Hands-on experience with LLM-powered workflows, AI automations, or AI-enabled customer/support experiences.
Experience working with operational data to debug issues, improve workflows, and measure impact.
Strong product and stakeholder instincts.
Proven track record of designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices.

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.
Define success metrics for each workflow, track adoption and impact, and iterate based on customer outcomes, Specialist efficiency, and adoption.

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