Support Content Engineer

We are looking for a Support Content Engineer to own the knowledge systems, strategy, and infrastructure that enable our Support team to deliver exceptional customer experiences at scale — ensuring every product launch, policy change, and process update is understood and executed by our Support Specialists and AI systems. You'll design the architecture that organizes how knowledge lives, build and optimize the automated workflows that keep it accurate at scale, and ensure both humans and AI can retrieve the right information at the right time. This is a role for someone who thinks in systems, measures everything, and wants to own a function end to end.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you'll do at Figma:

• Design, build, and iterate on AI-powered content systems — including automated workflows and quality checks that keep the knowledge base accurate at scale — and develop human oversight mechanisms that ensure a high quality bar.
• Own the information architecture of our internal knowledge base, defining how content is organized, maintained, and structured for both human use and AI consumption.
• Build and execute a content strategy for the Product Support team, including a North Star vision, defined health metrics, and a regular cadence for communicating program impact tied to customer outcomes including CSAT and first contact resolution.
• Establish and maintain content governance standards including style guides, templates, and documentation frameworks so Specialists receive consistent, reliable information regardless of the source.
• Optimize how content tools (and AI agents) work together, ensuring the environment functions as a cohesive system with an evaluation strategy (especially for AI content) and identified improvement mechanisms to increase impact.

We'd love to hear from you if you have:

• 5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product, with proficiency in tools like Notion, Zendesk, and Decagon
• An advanced practice of using AI tools as core infrastructure in your content workflow, with hands-on experience using AI to drive measurable impact (ex: automate authoring, publishing, and conducting quality checks at scale)
• Experience with systems integrations via API, webhooks, MCP, or other methods
• Experience building a content or knowledge management strategy including governance, information architecture, and measuring impact
• Strong written communication skills with the ability to turn complex topics into clear, usable content optimized for both humans and AI systems