Content Support Engineer

This is a support-systems role for ITSG readers who enjoy knowledge management, workflow automation, and making technical support teams more effective. Figma is hiring someone to own the infrastructure and information architecture behind its Product Support knowledge systems for both people and AI tools. What you would work on: - Design AI-powered content workflows and quality checks that keep support knowledge accurate at scale. - Own the information architecture for Figma's internal knowledge base and structure content for human and AI retrieval. - Define content governance, templates, style guides, health metrics, and documentation standards. - Connect and optimize content tools and AI agents, including integrations built with APIs, webhooks, or MCP. - Measure how the program affects customer outcomes such as CSAT and first-contact resolution. Good fit if: - You have 5+ years building knowledge or content programs for a technical SaaS support organization. - You have used tools such as Notion, Zendesk, or Decagon and can automate content workflows with AI. - You understand information architecture, governance, systems integrations, and program measurement. - You can turn complex product information into clear material for both support specialists and AI systems. Curated from Jobicy for IT Support Group readers. This is an external listing; use the apply link for the source listing and latest details.