Support Content Engineer

ABOUT THE ROLE Figma is seeking a Support Content Engineer to design, build, and optimize the knowledge systems, strategy, and infrastructure that enable our Support team to deliver exceptional customer experiences at scale. This role involves owning the information architecture of our internal knowledge base, developing human oversight mechanisms, and establishing content governance standards. WHAT YOU'LL DO As a Support Content Engineer, you will be responsible for designing and iterating on AI-powered content systems, including automated workflows and quality checks that keep the knowledge base accurate at scale. You will also own the information architecture of our internal knowledge base, defining how content is organized, maintained, and structured for both human use and AI consumption. Additionally, you will build and execute a content strategy for the Product Support team, establish and maintain content governance standards, and optimize how content tools (and AI agents) work together. WHAT YOU'LL NEED To be successful in this role, you will need 5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product. You should have proficiency in tools like Notion, Zendesk, and Decagon, as well as an advanced practice of using AI tools as core infrastructure in your content workflow. Experience with systems integrations via API, webhooks, MCP, or other methods is also required. You should have strong written communication skills with the ability to turn complex topics into clear, usable content optimized for both humans and AI systems. WHY REMOTE This role can be held remotely in the United States, allowing you to work from anywhere and be part of a team that is shaping the future of design and collaboration. BENEFITS Figma offers a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement.