AI Knowledge Architect for Support Content Systems

Figma; San Francisco (CA); On-site; USD 127,000 - 245,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision

Retirement plan

Parental leave

Mental health benefits

Generous PTO

Recharge days

Learning stipend

Work from home stipend

Cell phone reimbursement

Job summary

Figma is seeking a Support Content Engineer to own knowledge systems, strategy, and infrastructure for scalable customer experiences. You will design architectures for how knowledge lives, build automated workflows, and ensure both humans and AI access the right information at the right time.

This full‑time role can be held from US hubs or remotely within the United States. You will lead a cross‑functional effort to optimize content tools and governance while measuring impact on CSAT and

Qualifications

• 5+ years building knowledge/content programs at scale in a technical SaaS environment.
• Hands-on experience using AI to drive measurable impact (e.g., automate authoring, publishing, quality checks).
• Experience with systems integrations via API, webhooks, MCP, or similar methods.
• Experience building a content/knowledge management strategy including governance and information architecture.
• Excellent written communication, translating complex topics for humans and AI.

Responsibilities

• Design, build, and iterate AI-powered content systems and automated workflows.
• Own information architecture of internal knowledge base for human and AI use.
• Develop content strategy for Product Support with metrics and program impact reporting (CSAT, first-contact resolution).
• Establish content governance standards including style guides and templates.
• Optimize content tools and AI agents to function as a cohesive system with evaluation and improvement mechanisms.

Skills

AI in content workflows

Strong written communication

API integrations

Tools

Notion

Zendesk

Decagon

Job description

Figma is seeking a Support Content Engineer to own knowledge systems, strategy, and infrastructure for scalable customer experiences. You will design architectures for how knowledge lives, build automated workflows, and ensure both humans and AI access the right information at the right time.

This full‑time role can be held from US hubs or remotely within the United States. You will lead a cross‑functional effort to optimize content tools and governance while measuring impact on CSAT and