Senior Technical Writer, AWS Customer Service
2 weeks ago
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. As a Program Manager, you will be at the forefront of this transformational technology. You will be equipping our customers with the required tools & tactics to optimize their product and support investment while assisting global companies and developers to help run their mission-critical applications 24/7/365. Would you like to equip customers with the latest cloud computing technologies? We believe that world class technical support is critical to customer success. If you are looking for your next great career adventure, please consider joining us.
AWS is deeply committed to leading the web services marketplace, and one of the key measures of success is to support the vibrant 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.
Key job responsibilities
The primary responsibilities for a Technical Writer include:
· 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.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA | Dallas, TX, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
- Bachelor’s degree from an accredited university or have 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.
PREFERRED QUALIFICATIONS
- 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.
AWS Support values diversity of thought and wants to grow by hiring people with a wide range of backgrounds, cultures, and experiences that allow us to continue innovating for complex problems. If you are interested in shaping the future of Amazon AWS Support organization, apply to learn more about this exciting opportunity. Amazon is a committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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