AI-Driven Technical Writer for Support Documentation

Amazon Inc.; Swansea; Presencial; GBP 40.000 - 56.000; Jornada completa

Descripción de la vacante

Veeqo, Amazons multi-channel shipping and inventory platform in Swansea, is seeking a Technical Writer to own the documentation lifecycle for a product-led support function. You will produce help guides, SOPs, and in-app content, collaborating with product, engineering and support to ensure accurate, customer-centric information that drives self-service and ticket deflection.

This role blends analytics and writing, with opportunity to influence onboarding, product launches and AI-powered support

Formación

• Experience writing and publishing technical documents or equivalent.
• Experience communicating technical concepts and processes using clear, simple language and visuals.
• Experience working with customers, technical teams, and management to collect requirements, describe software product features, and technical designs.
• Experience using content management systems and content tools.

Responsabilidades

• Create, maintain, and optimise customer-facing help guides that power an AI support bot, directly influencing ticket deflection rates and customer resolution metrics
• Develop comprehensive Standard Operating Procedures by partnering with support agents and cross-functional stakeholders, ensuring consistent tone and technical accuracy across all internal documentation
• Support product launches across the complexity spectrum by producing documentation from scratch or updating existing guides based on feature scope
• Manage documentation lifecycle through systematic content tagging, regular reviews, and proactive maintenance frameworks
• Test, adjust, and monitor in-app experiments including welcome messages, user workflows, and customer messaging to maximise AI engagement and effectiveness
• Facilitate discussions between external partner teams and internal product teams to identify process gaps and improve customer experience
• Challenge existing processes that compromise the customer experience and propose modifications aligned with organisational standards
• Maintain expertise in support tooling features and product launches to leverage the most impactful content delivery approaches

Conocimientos

Technical writing

Clear communication

Cross-functional collaboration

Content management

Herramientas

Content management systems

Descripción del empleo

Veeqo, Amazons multi-channel shipping and inventory platform in Swansea, is seeking a Technical Writer to own the documentation lifecycle for a product-led support function. You will produce help guides, SOPs, and in-app content, collaborating with product, engineering and support to ensure accurate, customer-centric information that drives self-service and ticket deflection.

This role blends analytics and writing, with opportunity to influence onboarding, product launches and AI-powered support