Figma
Business Systems Analyst
$105K–$245K
San Francisco, CA • New York, NY • United States +1 · Full-time · Posted Oct 7, 2026
- Location
- San Francisco, CA • New York, NY • United States
US - Experience
- 3+ years; Zendesk administrator or Business Systems Analyst supporting a customer or product support organization.
About the job
Own and improve Figma’s customer support systems, workflows, and AI-assisted support tools to help the organization scale and improve customer and Specialist experience.
What you'll do
- Administer and optimize Zendesk, including workflows, routing, automations, permissions, and system health.
- Administer Decagon and its Zendesk integration, and manage AI-escalated ticket handoffs and routing.
- Lead systems changes and maintain documentation across support tools, including testing, rollout, and post-launch monitoring.
What they ask for
- 3+ years as a Zendesk administrator or Business Systems Analyst supporting a customer or product support organization.
- Hands-on Zendesk expertise in workflows, routing, automations, business rules, queue architecture, and channel configuration; hands-on Decagon configuration and Zendesk integration experience.
- Experience supporting multiple tools in a support ecosystem and leading systems changes independently or with partner teams.
- Strong communication, ownership, judgment, and documentation and execution skills.
Nice to have
- Zendesk Administrator certification; experience with skills-based or intelligent routing, classification, or AI-powered support tools.
- Experience with Sprinklr, Gainsight, MaestroQA, Assembled, Salesforce, APIs, webhooks, custom Zendesk apps, scripting, SQL, or analytics tools.
Pay
$105,000 — $245,000 USD (annual base salary)
Tools
Zendesk, Decagon, Sprinklr, Gainsight, MaestroQA, Assembled, Zendesk Copilot, Salesforce
AI focus
Administer Decagon and its Zendesk integration, including AI-escalated ticket routing; evaluate and expand agent-facing AI capabilities such as Zendesk Copilot and agent assist.
Model-written summary · the original posting is authoritative