Technical Writer & Customer Support Specialist

Piper Companies is seeking a Technical Writer & Customer Support Specialist to support a growing cloud technology organization. The Technical Writer & Customer Support Specialist role sits at the intersection of documentation, knowledge management, and customer support, helping internal teams, engineers, and customers successfully navigate an AWS-based platform. This individual will transform support interactions, tickets, and technical discussions into clear, durable documentation while serving as a key point of contact for user inquiries.

Responsibilities of the Technical Writer & Customer Support Specialist:

• Create, maintain, and improve technical documentation within Confluence for platform features, processes, troubleshooting guides, and best practices.

• Track documentation requests, customer issues, and project work through Jira.

• Manage documentation alongside product development efforts within GitHub repositories.

• Provide live customer and stakeholder support through Webex messaging channels.

• Translate technical concepts related to AWS services, permissions, and platform functionality into clear, user-friendly documentation.

• Investigate common support requests and create knowledge base articles that reduce repeat inquiries.

• Collaborate with engineering, operations, and product teams to ensure documentation remains accurate and current.

• Identify documentation gaps and proactively improve the customer support experience through self-service resources.

Qualifications of the Technical Writer & Customer Support Specialist:

• 3+ years of experience in technical writing, customer support, knowledge management, or a related role.

• Experience creating technical documentation using Confluence or similar platforms.

• Proficiency with Jira and GitHub in a collaborative software development environment.

• Working knowledge of AWS services and cloud computing concepts, including permissions, infrastructure components, and common troubleshooting scenarios.

• Strong written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.

• Experience supporting customers, internal users, or technical stakeholders through chat, ticketing, or messaging platforms.

• Excellent organizational skills and ability to manage multiple priorities in a fast-paced environment.

• Ability to independently research issues and create clear, actionable documentation.

Compensation for the Technical Writer & Customer Support Specialist includes:

• Salary range: $120,000 - $150,000 depending on experience

• Comprehensive benefits package including medical, dental, vision, 401(k), and PTO

This job opens for applications on 09/24/2026. Applications for this job will be accepted for at least 30 days from the posting date.

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