Figma

1 month ago

Support Content Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Design, build, and optimize AI-powered content systems and the information architecture for a scalable knowledge base inside a technical SaaS environment. Shape governance, content strategy, and tooling to ensure humans and AI access accurate, actionable information, driving customer outcomes and CSAT.

Location: San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Content & Editorial (Writing/Editing)

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 127,000 - 245,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionRetirementEquityParental LeaveRemote WorkLearning Budget

Key Requirements

•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
•Advanced practice of using AI tools as core infrastructure in your content workflow, with hands-on experience using AI to drive measurable impact (e.g., automate authoring, publishing, and 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

Experience:5+ yearsSaaSAIKnowledge managementCustomer support

Skills:Written communicationProblem-solvingCross-functional collaborationStrategic thinking

Languages:English

Tech Stack:NotionZendeskDecagonAI toolsAPIsWebhooks

Company Brief

Figma

Design collaboration platform for teams that enables interface design, prototyping, and real-time collaboration in the browser. Figma streamlines product design workflows, handoff to developers, and design system management for organizations of all sizes.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Figma

1 month ago

Support Content Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Content & Editorial (Writing/Editing)

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 127,000 - 245,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVisionRetirementEquityParental LeaveRemote WorkLearning Budget

Key Requirements

•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
•Advanced practice of using AI tools as core infrastructure in your content workflow, with hands-on experience using AI to drive measurable impact (e.g., automate authoring, publishing, and 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

Experience:5+ yearsSaaSAIKnowledge managementCustomer support

Skills:Written communicationProblem-solvingCross-functional collaborationStrategic thinking

Languages:English

Tech Stack:NotionZendeskDecagonAI toolsAPIsWebhooks

Company Brief

Figma

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn