[Hiring] Automations & AI Specialist – Product Support REMOTE USA
Position: Automations & AI Specialist – Product Support
Date Posted: May 11, 2026
Industry: Software / SaaS / Design Technology / Artificial Intelligence / Customer Support Operations
Employment Type: Full Time
Experience: Minimum 3+ years of experience in AI, automation, or support tooling within customer support or product support environments
Qualification: Bachelor’s Degree in Computer Science, Information Technology, Data Science, Artificial Intelligence, Software Engineering, or related field preferred
Salary: $140,000 – $202,000 USD (Annual Base Salary)
Location: United States (Remote or US Hub Locations)
Company: Figma
Description:
Figma is a leading design and collaboration platform on a mission to make design accessible to everyone. The company empowers teams worldwide to collaborate in real time, streamline workflows, and bring ideas to life—from brainstorming and prototyping to product development and AI-assisted design workflows.
Figma is currently expanding its Product Support Operations and Strategy team by hiring an Automations & AI Specialist. This role focuses on leveraging artificial intelligence and automation technologies to enhance customer support systems, improve internal productivity, and scale support operations efficiently across global teams.
The selected candidate will play a key role in optimizing AI-driven support tools, enhancing chatbot performance, and building automation solutions that improve both customer experience and internal support workflows. This position requires a strong mix of technical knowledge, analytical thinking, and cross-functional collaboration skills.
This role is ideal for professionals who are passionate about AI innovation, support systems, and building scalable automation solutions in a fast-paced tech environment.
Key Responsibilities:
• Design, develop, and optimize AI-powered support solutions to improve customer experience and operational efficiency
• Manage and enhance AI chatbot systems and internal automation tools within Product Support
• Build and improve workflows across Zendesk and other support platforms
• Identify automation opportunities across support systems and implement scalable solutions
• Analyze data, customer feedback, and performance metrics to drive improvements
• Collaborate with Engineering, Analytics, Internal Tools, and Support teams
• Develop documentation including workflows, playbooks, and governance frameworks
• Experiment with new AI tools and technologies to improve support strategies
• Improve agent productivity through automation and AI-assisted tools
• Continuously evaluate system performance and recommend optimizations
Requirements:
• Minimum 3+ years of experience in AI, automation, or support tooling within customer/product support environments
• Hands-on experience with AI-powered tools such as chatbots and automation systems
• Experience working with Zendesk workflows, rules, and integrations
• Strong analytical and problem-solving skills with data-driven decision-making ability
• Experience collaborating with technical and non-technical teams
• Excellent communication and stakeholder management skills
• Strong understanding of support operations and system optimization
• Curiosity and willingness to learn new AI technologies and systems
Preferred Skills:
• Experience with tools such as Salesforce, Sprinklr, Gainsight, Maestro QA, or Assembled
• Exposure to agent assist or AI copilots in support environments
• Background in Product Management, Support Operations, UX, or Systems Architecture
• Knowledge of SQL, BI tools, or data analytics frameworks
• Programming or scripting experience for automation or integrations
Figma offers a collaborative and inclusive work environment where innovation, creativity, and continuous learning are highly valued. Employees are encouraged to grow, experiment, and contribute to shaping the future of design and AI-powered collaboration tools.
Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.
