Support Engineer, Content Systems

About the role

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.

What you'll do

• 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.