Technical Writer, AWS Customer Service

$66,500 - $142,300/Yr

Amazon - Dallas, TX

Full-time - Mid Level

Dallas, TX

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Technical Writer for AWS Customer Service will be responsible for creating and maintaining high-quality knowledge base content to support the AWS support team and its customers. This role requires a strong background in content and technical writing, with a focus on clarity and conciseness in explaining complex information. The position involves collaboration with various internal teams to document processes and ensure the accuracy of published articles, contributing to the overall effectiveness of the 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 to 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 equivalent industry or military experience.
• 5+ years of experience 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 and passionate about the AWS customer experience.

Benefits

• Flexible work hours and arrangements
• Mentorship and career growth opportunities
• Diversity and inclusion programs
• Work-life balance initiatives