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Support Content Engineer

1 month, 4 weeks ago
United States
Full-time
Senior
Technical Writer
Technical Writing and Documentation
Figma Notion
Apply Now
Figma

Figma

Figma provides a collaborative web application for interface design that enables users to seamlessly design, prototype, and gather feedback in real time, while also offering additional offline capabilities through desktop applications for macOS and Win...

Internet Software & Services
1K-5K
Founded 2012
$333M raised
View All Jobs 66

Description

  • 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 maintain a high quality bar for support content and knowledge updates.
  • Own the information architecture of the internal knowledge base so content is organized 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, health metrics, and a cadence for communicating program impact.
  • Track and report impact tied to customer outcomes such as 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 as a cohesive system.
  • Define an evaluation strategy for AI-generated content and identify improvement mechanisms to increase impact.
  • Own the function end to end and continuously improve how knowledge is created, maintained, and retrieved at scale.

Requirements

  • 5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product.
  • Proficiency with tools such as Notion, Zendesk, and Decagon.
  • Advanced experience using AI tools as core infrastructure in a content workflow.
  • Hands-on experience using AI to drive measurable impact, such as automating authoring, publishing, and quality checks at scale.
  • Experience with systems integrations via API, webhooks, MCP, or similar methods.
  • Experience building a content or knowledge management strategy, including governance, information architecture, and impact measurement.
  • Strong written communication skills with the ability to turn complex topics into clear, usable content for humans and AI systems.
  • Ability to work full time from a US hub or remotely within the United States.

Benefits

  • Annual base salary range of $127,000 to $245,000 USD.
  • Equity offered to employees.
  • Health, dental, and vision coverage.
  • Retirement plan with company contribution.
  • Parental leave plus reproductive or family planning support.
  • Mental health and wellness benefits.
  • Generous PTO and company recharge days.
  • Learning and development stipend, work-from-home stipend, and cell phone reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

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