Support Content Engineer

About this role

Figma seeks a Support Content Engineer to design and manage the knowledge infrastructure that powers their support team and AI systems. You'll architect information systems, build automated workflows, establish content governance, and ensure both support specialists and AI have access to accurate, well-organized information at scale.

What you'll do

• Design and iterate on AI-powered content systems with automated workflows and quality checks for knowledge base accuracy
• Own information architecture of the internal knowledge base, organizing content for human and AI consumption
• Develop content strategy with health metrics and communication cadence tied to customer outcomes like CSAT
• Establish content governance standards including style guides, templates, and documentation frameworks
• Optimize how content tools and AI agents work together with evaluation strategies and improvement mechanisms

What they're looking for

• Knowledge management at scale in technical SaaS support environments
• Proficiency with Notion, Zendesk, Decagon, or similar tools
• AI integration and automation (authoring, publishing, quality checks)
• Systems integration via API, webhooks, or MCP
• Information architecture and content strategy
• Written communication for mixed audiences (humans and AI)
• Data analysis and metrics-driven approach
• Project and workflow optimization

Benefits

• Work at Figma's San Francisco or New York hub, or remote within the US
• Full-time position with competitive salary based on qualifications
• Opportunity to shape AI-powered customer support systems
• End-to-end ownership of a critical support function
• Impact on customer experience across a design platform used globally