AI-Driven Knowledge Architect

Figma; United States; On-site; USD 127,000 - 245,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Retirement with company contribution

Generous PTO and recharge days

Learning and development stipend

Work from home stipend

Cell phone reimbursement

Annual bonus plan

Job summary

Figma is looking for a Support Content Engineer to create and manage knowledge systems that help the support team deliver exceptional customer service. This full-time position can be remote or at one of Figma's US hubs.

You will design the architecture for knowledge management, optimize automated workflows, and ensure high-quality oversight for content. Ideal candidates will have significant experience in a support role within a technical SaaS context and demonstrate strong skills in AI tools.

Qualifications

• Experience in a Support environment for a technical SaaS product.
• Hands-on experience using AI to drive measurable impact.
• Ability to turn complex topics into clear content.

Responsibilities

• Design, build, and iterate on AI-powered content systems.
• Own the information architecture of the internal knowledge base.
• Optimize how content tools work together.

Skills

5+ years of experience building and maintaining knowledge or content programs

Proficiency in tools like Notion, Zendesk, and Decagon

Advanced practice of using AI tools

Experience with systems integrations via API, webhooks

Strong written communication skills

Job description

Figma is looking for a Support Content Engineer to create and manage knowledge systems that help the support team deliver exceptional customer service. This full-time position can be remote or at one of Figma's US hubs.

You will design the architecture for knowledge management, optimize automated workflows, and ensure high-quality oversight for content. Ideal candidates will have significant experience in a support role within a technical SaaS context and demonstrate strong skills in AI tools.