Automations & AI Specialist, Product Support
Build and operationalize AI-powered support workflows and integrations across Decagon, Zendesk, and internal systems to improve customer and specialist experiences. Requires 3+ years shipping integrations/automations and hands-on LLM workflow experience.
About the job
What you'll do at Figma
- 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.
Requirements
- 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, including working with operational data to debug issues, improve workflows, and measure impact.
- Strong product and stakeholder instincts: you can 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.
Nice-to-haves
- Experience with support platforms like Zendesk, Decagon, Sprinklr, Gainsight, Maestro QA/Rippit, Assembled, Salesforce, or similar systems.
- Familiarity with agent assist tooling, AI support chatbots, copilot tooling, RAG, AI observability, or monitoring AI workflows in production.
- Experience building internal Slack tooling, workflow automations, or embedded support experiences.
- Background in 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, routing accuracy.
Skills
APIs, Webhooks, LLMs, AI Workflows, Zendesk, Decagon, Salesforce, RAG, Data Integrations, Workflow Automation
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