Automations & AI Specialist, Product Support

Figma is hiring an Automations & AI Specialist to help drive excellent customer support at scale using AI and automation. The role involves designing, implementing, and iterating on AI-powered support solutions, improving workflows and automation across Zendesk and the Product Support tech stack, and partnering with cross-functional teams to deliver scalable solutions.

Requirements

• 3+ years of experience implementing AI, automation, or support tooling solutions in a Customer or Product Support environment
• Hands-on experience with AI-powered support tools such as chatbots, agent efficiency workflows, automation, or similar technologies
• Experience working with Zendesk, including workflows, business rules, or integrations
• Strong analytical and problem-solving skills, with experience using data to inform decisions and improvements
• Proven ability to partner with technical and non-technical teams to deliver system or tooling changes

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles
• Annual bonus plan for eligible non-sales roles