Technical Writer, AWS Support

$49,900 - $106,800/Yr

Amazon - Seattle, WA

Full-time - Entry Level

Seattle, WA

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

About the position

Amazon Web Services (AWS) is seeking a Technical Writer to join our dynamic team in Seattle, WA. As a Technical Writer, you will play a crucial role in creating and maintaining high-quality knowledge base content tailored for both technical and non-technical audiences. This position is ideal for individuals who thrive in a fast-paced environment and possess a strong background in content and technical writing. You will collaborate closely with AWS Support Engineers, other Technical Writers, and subject matter experts to ensure that our documentation meets the highest standards of quality and usability. In this role, you will be responsible for optimizing and maintaining internal and external content, ensuring it is accessible and user-friendly. You will triage customer feedback on knowledge base articles, prioritizing updates and revisions based on user needs. Your work will involve creating and editing content that describes AWS services and troubleshooting processes, working directly with development teams and AWS Support stakeholders to produce world-class documentation. You will also have the opportunity to react to escalating customer inquiries, quickly developing content to address emerging issues. Your writing expertise and attention to detail will be essential in evaluating and implementing content standards that reflect the voice of AWS. This position offers a unique opportunity to contribute to the success of AWS customers by providing them with the information they need to effectively utilize our cloud services.

Responsibilities

• Collaborate with AWS Support Engineers to optimize and maintain internal and external content for usability and accessibility, while maintaining a high bar for quality.
• Triage internal and external customer feedback on knowledge base articles and take action to prioritize feedback.
• Work with AWS Support authors to create and edit knowledge base content describing AWS Services and troubleshooting processes.
• Work directly with development teams, AWS Support stakeholders, and other Technical Writers to produce world-class knowledge base articles.
• Work collaboratively with internal and external global stakeholders to conceptualize and develop content that strengthens the AWS brand.
• React to escalating customer pain questions and quickly turn around content to help address emerging customer issues.
• Use writing expertise and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of AWS.

Requirements

• 1+ years of experience as a technical editor or writer of technical documentation.
• 1+ years of experience delivering content publication plans or managing multiple projects.
• Demonstrated experience working with style guides.
• Bachelor's degree from an accredited university or have 4+ years equivalent industry or military experience.
• Possess a strong desire to learn new technologies and improve the customer experience.
• Experience working on technical content for developers, DevOps professionals, and end users.
• Experience working with technical customer service organizations.
• Familiarity with AWS services and cloud computing.
• Knowledge management experience.

Nice-to-haves

• Experience with React.
• Customer service experience.
• Military experience.

Benefits

• Medical insurance
• Financial benefits
• Employee discounts
• Equity options
• Sign-on payments
• Comprehensive benefits package