Technical Writer and Support Specialist

Transforming support interactions into clear documentation, the full-time Technical Writer and Customer Support Specialist will create and maintain technical documentation while providing live support for users navigating an AWS-based platform remotely.
Key responsibilities

Create, maintain, and improve technical documentation within Confluence for platform features and troubleshooting guides
Track documentation requests and customer issues through Jira, collaborating with engineering and product teams
Provide live customer support via Webex messaging channels and create knowledge base articles to address common inquiries

Required qualifications

3+ years of experience in technical writing, customer support, or knowledge management
Experience with Confluence or similar documentation platforms
Proficiency in Jira and GitHub within a collaborative software development environment
Working knowledge of AWS services and cloud computing concepts
Experience supporting customers or technical stakeholders through chat or ticketing platforms