Support Engineer, Content Systems

Figma is looking for a Content Support Engineer to own the knowledge systems, strategy, and infrastructure that enable the Support team to deliver exceptional customer experiences at scale. This role involves designing AI-powered content systems, owning information architecture, building content strategy, and establishing governance standards.

• Design, build, and iterate on AI-powered content systems, including automated workflows and quality checks.
• Own the information architecture of the internal knowledge base for both human and AI consumption.
• Build and execute a content strategy for the Product Support team, including health metrics and impact communication.
• Establish content governance standards including style guides, templates, and documentation frameworks.
• Optimize content tools and AI agents to work together as a cohesive system with evaluation strategies.

• 5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product.
• Proficiency in tools like Notion, Zendesk, and Decagon.
• Advanced practice of using AI tools as core infrastructure in content workflows.
• Experience with systems integrations via API, webhooks, MCP, or other methods.
• Strong written communication skills.

Annual base salary range: $140,000—$269,000 USD.

Figma offers equity, health/dental/vision coverage, retirement benefits with company contributions, mental health and wellness benefits, paid time off, flexible PTO, paid sick leave, holidays, and other benefits.

Apply via the Greenhouse link.