Support Content Engineer (AI)

TL;DR

Support Content Engineer (AI): Designing and managing knowledge systems and infrastructure for the Product Support team with an accent on AI-powered content workflows and information architecture. Focus on building automated quality checks, optimizing content retrieval for both humans and AI, and measuring program impact on customer outcomes.

Location: Must be based in the United States (Remote or hybrid from San Francisco/New York hubs).

Salary: $127,000–$245,000 USD

Company

Figma is a collaborative design platform empowering teams to streamline workflows and build products together in real time.

What you will do

• Design and iterate on AI-powered content systems, including automated workflows and quality assurance mechanisms.
• Own the information architecture of the internal knowledge base to ensure optimal structure for human and AI consumption.
• Develop and execute a comprehensive content strategy for the Product Support team, including health metrics and impact reporting.
• Establish governance standards, style guides, and documentation frameworks to ensure information consistency.
• Optimize integrations between content tools and AI agents to create a cohesive, high-impact support environment.

Requirements

• 5+ years of experience building knowledge or content programs at scale within a technical SaaS support environment.
• Advanced proficiency in using AI tools as core infrastructure to automate authoring, publishing, and quality checks.
• Hands-on experience with systems integrations using API, webhooks, or MCP.
• Strong written communication skills with the ability to translate complex topics into clear, usable content.
• Must be based in the United States.
• Ability to attend in-person onboarding.

Culture & Benefits

• Competitive salary with equity and annual bonus plan.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company contribution.
• Generous PTO, company recharge days, and parental leave.
• Learning and development stipend, work-from-home stipend, and cell phone reimbursement.