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◆ 8/10
supporttechBusiness Analystremote
About this role
Join Figma as a Business Systems Analyst to optimize support systems and enhance customer experience. Ideal for those with Zendesk expertise and a passion for design accessibility.
Description
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
Responsibilities
What you’ll do at Figma:
- Own and optimize the COS Zendesk environment, including workflows, business rules, automations, routing, permissions, and overall system health.
- Lead improvements to ticket classification, queue design, backlog management, and skills-based routing to help Support scale.
- Administer Decagon and its integration with Zendesk, including handoffs, escalations, and routing of AI-escalated tickets.
- Serve as a hands-on admin across our broader support tooling, including Sprinklr, Gainsight, MaestroQA, Assembled, among others.
- Evaluate and expand agent-facing AI capabilities, including Zendesk Copilot and other agent assist opportunities.
- Own the lifecycle of systems changes, including requirements, design, testing, rollout, communication, and post-launch monitoring.
- Create and maintain documentation across systems, including playbooks, operating procedures, change logs, and architecture diagrams.
Requirements
We’d love to hear from you if you have:
- 3+ years of experience as a Zendesk administrator or Business Systems Analyst supporting a customer or product support organization.
- Deep hands-on experience with Zendesk workflows, routing, automations, business rules, queue architecture, and channel configuration, plus hands-on experience configuring Decagon and integrating it with Zendesk.
- Experience administering or supporting multiple tools across a support ecosystem, and the ability to learn new systems quickly.
- Experience leading systems changes independently or in partnership with Engineering, IT, Security, or Analytics.
- Strong communication skills, ownership, and sound judgment, with the ability to work effectively with technical and non-technical stakeholders while maintaining a high bar for quality, documentation, and execution.
Conditions & Benefits
At Figma, we offer:
- Equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage.
- Retirement benefits with company contributions; parental leave and reproductive or family planning support.
- Mental health and wellness benefits; and paid time off.
- Paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws.
- Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts.
- Sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles.
Job Details
Salary$105,000–$245,000
LocationRemote
AI Score★★★★★★★★☆☆ 8/10
PostedOct 8, 2026 (4d ago)
Tags & Skills
supporttechBusiness Analystremote
Tech Stack
ZendeskDecagonSprinklrGainsightMaestroQAAssembledSalesforceAPIsSQL