Technical Writer, AWS Support Knowledge Services

Introduction to Amazon Web Services (AWS) 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. About the AWS Support Team 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. Job Overview We are seeking a highly skilled Technical Writer to join our AWS Support Knowledge Services team. As a Technical Writer, you will be responsible for creating and maintaining customer-focused content for technical and non-technical audiences. You will work with other Technical Writers, AWS builders, and subject matter experts to create and revise public-facing documentation for guides across multiple AWS services. Key Responsibilities Collaborate with AWS service teams to optimize and maintain public-facing user guides, developer guides, onboarding guides, and API documentation while maintaining a high bar for quality. Triage user feedback and take action to prioritize feedback. Work directly with development teams and AWS Support stakeholders to produce world-class content. Create and maintain integrated help content on the AWS service consoles and review public-facing error messages. Work with internal and external stakeholders to conceptualize and develop content that strengthens the AWS brand. Create, maintain, and edit content for a global and technically diverse audience. Manage all aspects of the documentation process: planning, testing, maintaining, and delivery. Use metrics to identify underperforming content and develop plans for improvement. Use writing expertise and extraordinary attention to detail to evaluate, uphold, implement, and evangelize content standards that reflect the voice of AWS. A Day in the Life Our success at AWS hinges on providing unparalleled support to our diverse customer base. The content that guides our customers through their journeys with AWS services is critical. You will work with AWS service teams to create content that is clear and actionable, and meets the high standards for AWS documentation. You will monitor internal and external feedback to drive insights into improving content performance and strategy. And, you will provide feedback to the service teams for new features, error messaging, console strings, and user guide content to improve AWS services. Your work empowers millions of users to solve complex problems, and directly contributes to the success of AWS customers. About the Team AWS values diverse experiences. Even if you do not meet all of the preferred 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 we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve. Qualifications Basic Qualifications Bachelor's degree in English or related field, or have 5+ years equivalent industry or military experience. 5+ years as a technical editor or writer of technical documentation. 5+ years of delivering content publication plans or managing multiple projects. 3+ years using XML for web content. 3+ years using Git for version control. Preferred Qualifications Experience working on technical content for developers, DevOps professionals, and end users. Experience working with technical customer service organizations. Experience documenting APIs. Experience working in Oxygen editor. Familiarity with AWS services. Skills and Competencies To be successful in this role, you will need to possess excellent writing, editing, and communication skills. You should be able to work independently and collaboratively as part of a team, and have a strong attention to detail. Experience with content management systems, XML, and Git is also required. Career Growth Opportunities and Learning Benefits At AWS, we are committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including mentorship, coaching, and formal training. We also encourage our employees to take ownership of their careers and provide opportunities for advancement and professional growth. Work Environment and Company Culture AWS is a dynamic and fast-paced work environment that is committed to innovation and customer obsession. We value diversity, inclusion, and equity, and strive to create a work environment that is welcoming and inclusive to all employees. We also offer a range of benefits and perks, including flexible working hours, remote work options, and a comprehensive benefits package. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. Conclusion If you are a motivated and experienced Technical Writer looking for a new challenge, we encourage you to apply for this role. As a Technical Writer at AWS, you will have the opportunity to work on a wide range of exciting projects, collaborate with a talented team of professionals, and contribute to the success of our customers. Don't miss out on this opportunity to join our team and help shape the future of cloud computing. Ready to join us? The first step is easy. Click apply now and we'll be in touch soon! Apply for this job