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 position at Amazon Web Services (AWS) involves creating and maintaining high-quality knowledge base content to support the AWS Customer Support (CS) team and its customers. The role requires a strong background in content and technical writing, with responsibilities that include documenting processes, procedures, and customer responses in a clear and concise manner. The Technical Writer will collaborate with various internal teams to ensure the accuracy and timeliness of published content, playing a crucial role in the 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 initiatives
• Work-life balance support