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Miratech

Miratech is hiring: AWS Observability Analyst (Technical Writing) in Texas City

Miratech, Texas City, TX, United States, 77592

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AWS Observability Analyst (Technical Writing)

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We are seeking an AWS Observability Analyst (Technical Writing) to support a global initiative aimed at enhancing the operational excellence of an Amazon Connect Contact Center as a Service (CCaaS) platform. The role involves creating a centralized knowledge repository and developing standardized documentation, playbooks, and process flows that enable support teams to resolve issues efficiently and deliver consistent service.

  • Responsibilities:
  • Develop visual process flows for Amazon Connect CCaaS support and operations.
  • Create standardized troubleshooting playbooks for the support team.
  • Build how-to guides and knowledge documents for helpdesk and internal teams.
  • Document alert resolution steps to streamline issue remediation.
  • Analyze ServiceNow incidents, RCAs, and historical events to formalize knowledge objects for documentation.
  • Collaborate with support team members to execute mock troubleshooting sessions.
  • Enhance and organize existing documents, knowledge articles, and playbooks to meet standards.

Qualifications:

  • 4+ years of experience in AWS/Cloud contact center support and operations, especially Amazon Connect.
  • Hands-on experience with CloudWatch, Lambda, DynamoDB, S3, or observability tools (Datadog, Kibana, Sumo Logic, OpenSearch).
  • Strong troubleshooting skills for contact flows, routing profiles, agent states, and AWS integrations.
  • Ability to create technical playbooks, runbooks, and knowledge base articles.
  • Experience with documentation tools (MS Word, Confluence, SharePoint, Visio/Draw.io).
  • Strong analytical skills to interpret metrics/logs and drive improvements.

Nice to Have: Experience using MKDocs.

We Offer:

  • Culture of Relentless Performance: join a successful tech team with high project success and growth rates.
  • Competitive pay and benefits, including health insurance and relocation support.
  • Remote work flexibility.
  • Professional development and growth opportunities.
  • Global impact through impactful projects.
  • Inclusive, multicultural work environment.
  • Commitment to social sustainability and community empowerment.

Senioritiy Level

  • Entry level

Employment Type

  • Full-time

Job Function

  • Information Technology

Industries

  • IT Services and IT Consulting

This job posting appears active and not expired.

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