Technical Writer & Customer Support Engineer

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 of the Technical Writer & Customer Support Engineer:

    • 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 of the Technical Writer & Customer Support Engineer:

    • 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 for the Technical Writer & Customer Support Engineer:

    • $120,000 - $150,000

    • Full Comprehensive Benefits: Health, Vision, Dental, PTO, Paid Holiday and Sick Leave if Required by Law.

Keywords:

Technical Writer, Technical Writing, Customer Support Engineer, Technical Documentation, AWS, Amazon Web Services, Cloud Platform, Cloud Operations, Platform Engineering, FedRAMP, Federal Cloud, Confluence, Jira, GitHub, Markdown, Webex, IAM, VPC, EC2, S3, CloudWatch, AWS CLI, Knowledge Base, Knowledge Management, Runbooks, Technical Support, Customer Support, Customer Messaging, Documentation as Code, Release Notes, Change Management, SLA, Troubleshooting, Technical Communications, Cloud Support, Project Management, Documentation Management, Python, Bash, Mermaid, draw.io

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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