About the position
As the world's largest cloud provider, Amazon Web Services (AWS) is redefining the cloud computing industry with more than 200 featured products and services. AWS Support teams span across the globe and implement innovative cloud computing solutions and solve technical problems. AWS is deeply committed to leading the web services marketplace, and one of the key measures of success is to support the community of developers who consume our products and services. To support this, the AWS Intelligent Knowledge Experience & Tech team plays a vital role in creating knowledge content for our AWS support team and our customers. Amazon Web Services Customer Support (CS) has an opening for a Technical Writer who thrives in a dynamic, fast-paced environment and has a strong content and technical writing background. As a Technical Writer, you will be responsible for creating and maintaining high-quality knowledge base content to enable the customer support team to resolve customer issues. Our dynamic department requires the content team to be organized and responsive to emerging situations and products that require content support. You will work with internal groups to identify and document processes, procedures, and customer responses. You will explain complex information and processes in a clear and concise manner and work with the CS teams to ensure the accuracy of articles you publish. You will play a significant role in the development of a successful and effective global AWS Support team.
Responsibilities
- Write and edit internal-user knowledge center content describing policies and procedures that support AWS CS.
- Write and edit knowledge center content used to communicate with external customers to resolve issues.
- Collaborate with the AWS CS operations team to optimize and maintain internal and external content, while maintaining a high bar for quality.
- Work directly with CS operations and other internal teams ensure accurate and timely delivery of knowledge center articles to support emerging issues.
- Work collaboratively with internal stakeholders to define sustainable processes to create and publish knowledge center content.
- Create, and maintain knowledge center articles and external communication used by a global internal audience with varying skill levels.
- Use writing expertise and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of AWS.
- Manage all aspects of the documentation process-from planning to content maintenance.
Requirements
- Bachelor's degree from an accredited university or have equivalent industry or military experience.
- 5+ years as a technical editor or writer of technical documentation.
- Experience applying and updating style guides for multiple audience types.
- Experience working in Content Management Systems and structured authoring environments.
Nice-to-haves
- Experience creating content in DITA XML.
- Experience managing content strategies and working in an enterprise-scale CMS.
- Experience working with Customer Support organizations and knowledge management for multiple audiences.
- Content project management experience.
- Familiar with AWS services- passionate about the AWS customer experience, the success of AWS Support, and familiarity with cloud computing.
Benefits
- Medical, financial, and/or other benefits.
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
