Role Description 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. 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. - 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. - Optimize how content tools (and AI agents) work together, ensuring the environment functions as a cohesive system. Qualifications - 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. - An advanced practice of using AI tools as core infrastructure in your content workflow. - 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. Requirements - Job level and actual compensation will be decided based on factors including individual qualifications objectively assessed during the interview process. - The listed salary range is a guideline and may be modified based on work location. Benefits - Equity to employees. - 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 and company recharge days. - Learning & development stipend. - Work from home stipend and cell phone reimbursement. - Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Company Description At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace — we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment.