Support Content Specialist
San Francisco, CA • New York, NY • United States·Posted today
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<div class="content-intro"><p>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. If you're excited to shape the future of design and collaboration, join us!</p></div><p class="font-claude-response-body break-words whitespace-normal">We are looking for a Support Content Engineer to own the knowledge systems, strategy, and infrastructure that enable our Support team to deliver exceptional customer experiences at scale — ensuring every product launch, policy change, and process update is understood and executed by our Support Specialists and AI systems. You'll design the architecture that organizes how knowledge lives, build and optimize the automated workflows that keep it accurate at scale, and ensure both humans and AI can retrieve the right information at the right time. This is a role for someone who thinks in systems, measures everything, and wants to own a function end to end.</p> <p class="font-claude-response-body break-words whitespace-normal">This is a full time role that can be held from one of our US hubs or remotely in the United States.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>What you'll do at Figma:</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Own the information architecture of our internal knowledge base, defining how content is organized, maintained, and structured for both human use and AI consumption.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Establish and maintain content governance standards including style guides, templates, and documentation frameworks so Specialists receive consistent, reliable information regardless of the source.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>We'd love to hear from you if you have:</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product, with proficiency in tools like Notion, Zendesk, and Decagon</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">An advanced practice of using AI tools as core infrastructure in your content workflow, with hands-on experience using AI to drive measurable impact (ex: automate authoring, publishing, and conducting quality checks at scale)</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience with systems integrations via API, webhooks, MCP, or other methods</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience building a content or knowledge management strategy including governance, information architecture, and measuring impact</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong written communication skills with the ability to turn complex topics into clear, usable content optimized for both humans and AI systems</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong><span style="font-size: 16px;">Pay Transparency Disclosure</span></strong></p> <p>If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below. </p> <p>Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information. </p> <p>Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figma’s compensation and benefits are subject to change and may be modified in the future.</p></div><div class="title">Annual Base Salary Range:</div><div class="pay-range"><span>$127,000</span><span class="divider">—</span><span>$245,000 USD</span></div></div></div><div class="content-conclusion"><p>At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf">equal opportunity workplace</a> - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status<strong>, </strong>or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.</p> <p>We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to <a href="mailto:accommodations-ext@figma.com">accommodations-ext@figma.com</a>. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. </p> <p>Examples of accommodations include but are not limited to: </p> <ul> <li>Holding interviews in an accessible location</li> <li>Enabling closed captioning on video conferencing</li> <li>Ensuring all written communication be compatible with screen readers</li> <li>Changing the mode or format of interviews </li> </ul> <p>To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.</p> <p>By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with <a class="c-link c-link--underline" href="https://www.figma.com/legal/candidate-privacy-notice/" target="_blank" data-stringify-link="https://www.figma.com/legal/candidate-privacy-notice/" data-sk="tooltip_parent">Figma's Candidate Privacy Notice</a>.</p></div>