Support Content Engineer
New
F
FigmaSaaS
This is a full time role that can be held from one of our US hubs or remotely in the United States.Full-TimeMiddle
Salary$127,000 — $245,000 USD
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Job Details
- Experience
- 5+ years
- Required Skills
- Artificial IntelligenceRESTful APIsZendeskNotion
Requirements
- 5+ years of experience building and maintaining knowledge or content programs at scale in a Support environment for a technical SaaS product.
- Advanced practice of using AI tools as core infrastructure in content workflows, with hands-on experience using AI to automate authoring, publishing, and quality checks.
- Experience building a content or knowledge management strategy including governance, information architecture, and measuring impact.
- Proficiency in tools like Notion, Zendesk, and Decagon.
- Experience with systems integrations via API, webhooks, MCP, or other methods.
- Strong written communication skills with the ability to turn complex topics into clear, usable content.
Responsibilities
- Design, build, and iterate on AI-powered content systems, including automated workflows and quality checks to keep the knowledge base accurate at scale.
- Own the information architecture of the 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 vision, health metrics, and regular communication of program impact.
- Establish and maintain content governance standards including style guides, templates, and documentation frameworks.
- Optimize how content tools and AI agents work together, ensuring a cohesive environment with an evaluation strategy for AI-generated content.
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