Build the integrations and AI workflows behind Figma's AI-powered support experience

Figma's AI Infrastructure & Tooling team needs an engineer to connect Decagon, Zendesk, Figma admin tooling, and internal data sources so AI chatbots and support Specialists get the right context automatically. The work spans back-end integration engineering (APIs, webhooks) and applied LLM patterns (classification, routing, summarization) with production guardrails. Expect the interview to test both hands-on integration-building skill and judgment about safe, measurable AI rollout in a customer-facing operational system.

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Cross-system integration engineering (Decagon, Zendesk, internal admin tooling)
Back-end proficiency: APIs, webhooks, data pipelines (Ruby/Python/Go/PostgreSQL)
Applied LLM patterns for support: classification, routing, summarization, context enrichment
Production guardrails: monitoring, fallback paths, quality checks for AI workflows
Defining and tracking success metrics for support automation (containment, deflection, CSAT, FCR)
Translating ambiguous support problems into scoped technical solutions