Amazon is hiring: Technical Writer, AWS Support Knowledge Services in Seattle

Technical Writer, AWS Support Knowledge Services

Job ID: 2830894 | Amazon Web Services, Inc.

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully featured services from data centers globally. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—are using AWS to lower costs, become more agile, and innovate faster. With AWS you have the chance to help individuals and businesses manage their computing infrastructures and applications into the cloud.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

As a member of the AWS Support team, you will be at the forefront of cloud technologies and the full breadth of AWS services. You will be surrounded by people that are extremely smart, passionate about cloud computing, and believe that world-class support is critical to customer success. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We have a team of talented engineers located in multiple locations around the world, and are growing rapidly.

Amazon Web Services has an opening for a Technical Writer located in Seattle, WA who thrives in a dynamic, fast-paced environment and has a content and technical writing background. As a Technical Writer, you will be responsible for creating and maintaining high-quality knowledge base content for technical and non-technical audiences. You will work with other Technical Writers, AWS builders, and subject matter experts to address content feedback. You will also participate in content creation and review sprints with other team members and AWS Support.

Key job responsibilities

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

BASIC QUALIFICATIONS

1. 3+ years of experience as a technical writer or editor of technical documentation.
2. 3+ years of experience delivering content publication plans or managing multiple projects.
3. 2+ years of experience using HTML for web content.
4. Experience using data analytics to measure content performance and identify actionable insights.

PREFERRED QUALIFICATIONS

1. Possess a strong desire to learn new technologies, the curiosity to figure out how things work, and a passion for improving the customer experience.
2. Experience working on technical content for developers, DevOps professionals, and end users.
3. Experience working with technical customer service organizations.
4. Experience in project management.
5. Familiarity with AWS services.

Amazon is 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,500/year in our lowest geographic market up to $142,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Posted: November 15, 2024 (Updated 1 day ago)

Posted: November 6, 2024 (Updated 1 day ago)

Posted: June 26, 2024 (Updated 3 days ago)

Posted: November 13, 2024 (Updated 3 days ago)

Posted: August 23, 2024 (Updated 4 days ago)

#J-18808-Ljbffr