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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