Technical Writer, AWS Knowledge Services, AWS Support at Amazon Web Services

• 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.
• Amazon Web Services has an opening for a Technical Writer located in Cape Town, South Africa, 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
The primary responsibilities for a Technical Writer include:

• 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.

BASIC QUALIFICATIONS

• 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.

PREFERRED QUALIFICATIONS

• Possess a strong desire to learn new technologies, the curiosity to figure out how things work, and a passion for improving the customer experience.
• 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.