Technical Writer, Veeqo
AmazonSwansea, Wales, United Kingdom
Added 19 Aug · still live
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
Our predicted code SOC 3412 (74% match) is an eligible occupation, with a going rate of £41,700, and Amazon is a licensed sponsor. That is our reading of the published rules. Whether they issue a Certificate of Sponsorship is still their call.
About the role
Description
The Technical Writer owns the complete documentation lifecycle for a product-led support function, managing help guides, internal SOPs, wiki resources, and in-app communications. This role sits at the intersection of content strategy and AI-powered support, where documentation quality directly drives ticket deflection and customer self-service success. The Technical Writer collaborates cross-functionally with product, engineering, support and other teams to ensure accurate, customer-centric content across all touch points.
Key job responsibilities
This role blends analytical, creative, and collaborative work throughout the day. You'll review AI support bot performance metrics to identify content gaps, then pivot to building or refining documentation based on what's driving unresolved customer queries. Cross-functional meetings with product, and engineering teams are a regular feature—you'll drive alignment on process changes, present recommendations to senior leaders, and advocate for the customer experience.
On the content creation side, you'll conduct intake conversations with subject matter experts, draft SOPs and help guides, and shepherd them through review before publishing to both customer-facing and agent-facing AI systems. You'll also run in-app messaging experiments, adjust engagement flows based on data, and manage your content lifecycle backlog—flagging guides due for refresh and planning upcoming documentation work.
No two days look the same; you might spend one day deep in writing and another facilitating stakeholder discussions or analysing bot resolution data to inform your next content priority.
About The Team
The Technical Writer owns the complete documentation lifecycle for a product-led support function, managing help guides, internal SOPs, wiki resources, and in-app communications. This role sits at the intersection of content strategy and AI-powered support, where documentation quality directly drives ticket deflection and customer self-service success. The Technical Writer collaborates cross-functionally with product, engineering, support and other teams to ensure accurate, customer-centric content across all touch points.
Key job responsibilities
- 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
This role blends analytical, creative, and collaborative work throughout the day. You'll review AI support bot performance metrics to identify content gaps, then pivot to building or refining documentation based on what's driving unresolved customer queries. Cross-functional meetings with product, and engineering teams are a regular feature—you'll drive alignment on process changes, present recommendations to senior leaders, and advocate for the customer experience.
On the content creation side, you'll conduct intake conversations with subject matter experts, draft SOPs and help guides, and shepherd them through review before publishing to both customer-facing and agent-facing AI systems. You'll also run in-app messaging experiments, adjust engagement flows based on data, and manage your content lifecycle backlog—flagging guides due for refresh and planning upcoming documentation work.
No two days look the same; you might spend one day deep in writing and another facilitating stakeholder discussions or analysing bot resolution data to inform your next content priority.
About The Team
Veeqo is Amazon's multi-channel shipping and inventory platform, purpose-built for fast-growth e-commerce businesses. Since joining the Amazon family in 2021, Veeqo has helped thousands of online retailers cut shipping costs, streamline fulfilment, and scale with confidence. Our Swansea team sits at the heart of that mission — and this role puts you right at the centre of it.
Basic Qualifications
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company
Basic Qualifications
- 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
- Experience communicating and presenting to senior leadership
- Experience in customer-facing roles
- Experience writing documentation that feeds AI-powered systems (chatbots, knowledge bases, or automated support tools)
- Track record of building or improving documentation processes, frameworks, or lifecycle management systems
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company
- Veeqo Limited - L69
Job ID: A10454369
Job ID: A10454369
This description is the source posting as it read when we added it. We are not affiliated with Amazon, so check their own site for the current details.
Where this offer sits in the market
SOC 3412 · UK · ONS ASHE 2025 · ~19k in sampleP25 £33kP75 £46k
£29kmedian £38kgoing rate £42k£46k
Similar sponsored roles
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Browse more sponsored jobs at AmazonAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. Amazon holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3412 going rate of £41,700. New-entrant and shortage discounts can lower it.