Support Engineer, AI Infrastructure
New
F
FigmaSoftware, AI
Remotely in the United StatesFull-TimeMiddle
Salary$169,000 — $245,000 USD
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Job Details
- Experience
- 3+ years
- Required Skills
- PostgreSQLPythonRubyC++GoRESTful APIsZendesk
Requirements
- 3+ 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)
- 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
- Experience working with operational data to debug issues, improve workflows, and measure impact
- Strong product and stakeholder instincts to translate ambiguous support problems into practical, adopted, and measurable technical solutions
- Proven track record of designing AI workflows with clear guardrails, fallback paths, and responsible deployment practices
Responsibilities
- 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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