Technical Writer, AWS Support Knowledge Services

$66,500 - $142,300/Yr

Amazon - Seattle, WA

Full-time - Mid Level

Seattle, WA

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

About the position

The Technical Writer for AWS Support Knowledge Services will be responsible for creating and maintaining high-quality knowledge base content aimed at both technical and non-technical audiences. This role involves collaborating with AWS Support Engineers and other stakeholders to optimize content for usability and accessibility, ensuring it meets the high standards of quality expected by AWS. The position requires a strong background in technical writing, project management, and familiarity with AWS services, as well as the ability to respond quickly to customer feedback and emerging issues.

Responsibilities

• Collaborate with AWS Support Engineers to optimize and maintain internal and external content for usability and accessibility.
• Triage internal and external customer feedback on knowledge base articles and prioritize feedback.
• Create and edit knowledge base content describing AWS Services and troubleshooting processes.
• Work directly with development teams and AWS Support stakeholders to produce knowledge base articles.
• Conceptualize and develop content that strengthens the AWS brand in collaboration with global stakeholders.
• React to escalating customer pain questions and quickly create content to address emerging customer issues.
• Evaluate, uphold, implement, and evangelize content standards that reflect the voice of AWS.

Requirements

• 3+ years of experience as a technical writer or editor of technical documentation.
• 3+ years of experience delivering content publication plans or managing multiple projects.
• 2+ years of experience using HTML for web content.
• Experience using data analytics to measure content performance and identify actionable insights.
• Experience working on technical content for developers, DevOps professionals, and end users.
• Experience working with technical customer service organizations.
• Experience in project management.
• Familiarity with AWS services.

Nice-to-haves

• Strong desire to learn new technologies and improve customer experience.
• Curiosity to figure out how things work.

Benefits

• Medical insurance
• Financial benefits
• Employee discounts
• Equity options
• Sign-on payments
• Flexible working culture