Technical Writer & Customer Support Engineer

About the role

Piper Companies is seeking a Technical Writer & Customer Support Engineer to join a leading enterprise technology organization supporting cloud platform engineering initiatives. The Technical Writer & Customer Support Engineer will own technical documentation and customer-facing messaging while serving as a key point of coordination between platform engineers, internal teams, and customers using AWS-based cloud offerings. The Technical Writer & Customer Support Engineer role is a long term contract opportunity and allows you to work remote in the United States.

Responsibilities

• Own the documentation and messaging process, including content development, prioritization, accountability, and ongoing maintenance.
• Write and maintain technical how-to guides, runbooks, FAQs, onboarding materials, and knowledge-base articles in Confluence.
• Translate engineering notes, technical changes, and support conversations into clear, customer-ready documentation.
• Provide first-line technical support through Webex and Jira, including issue triage, customer communication, escalation, and resolution follow-up.
• Reproduce and document AWS issues involving permissions, connectivity, configurations, and service errors to provide engineers with actionable information.
• Coordinate with platform engineering teams on release notes, breaking changes, known issues, and customer-facing communications.
• Drive documentation processes and accountability across the team while ensuring customer communications meet established response expectations and SLAs.

Requirements

• 6+ years of experience in technical writing, technical customer support, knowledge-base management, or a related technical communications role.
• Strong technical writing skills with experience translating complex engineering concepts for both technical and non-technical audiences.
• Working knowledge of AWS, including IAM, VPC, EC2, S3, CloudWatch, AWS Console, and CLI concepts.
• Hands-on experience with Confluence, Jira, or similar tools.
• GitHub proficiency, including branches, pull requests, Markdown, READMEs, and documentation review workflows.
• Ability to independently own documentation initiatives, processes, deadlines, and cross-functional follow-up.
• Experience supporting cloud platforms, enterprise technology environments, or cloud operations is highly preferred.
• Familiarity with FedRAMP, federal environments, enterprise SLAs, or formal change-management processes is preferred.
• AWS Cloud Practitioner, AWS Associate-level certification, or equivalent hands-on cloud experience is preferred.

Compensation

$120,000 - $150,000

Benefits

• Health
• Vision
• Dental
• PTO
• Paid Holiday
• Sick Leave if Required by Law