I help developers succeed through exceptional documentation

Senior Documentation Manager at AWS. I lead teams, build AI‑powered content tools, and create documentation that reduces time-to-first-success for millions of developers.

Pittsburgh, PA
AWS
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docs.lead() Jill Shaheen // content strategist
15+
Years leading remote teams
5K
Executions of my GenAI tools
30%
Support case reduction
150+
Annual releases managed
My approach

Documentation philosophy

Great documentation isn't just about accuracy. It's about empathy, clarity, and reducing friction at every step. Learn more about my style →

Reduce time-to-success

I reduce time-to-success by building working applications myself. If I can't make it work, developers won't either. I identify and eliminate friction points through support case patterns and documentation feedback.

Build exceptional teams

I hire and develop writers who care about craft. My teams consistently deliver under pressure because I focus on removing roadblocks and creating systems that work.

Leverage AI thoughtfully

I build AI tools that scale content production without sacrificing quality. Technology should augment human expertise, not replace the careful thinking behind great docs.

jill@portfolio ~ % interactive-bio
$ whoami
Technical writer, content strategist, and documentation leader with 15+ years of experience building teams, shipping docs, and automating content workflows.
$ cat mission.txt
I create documentation that reduces time-to-first-success. I lead teams that deliver under pressure. I build AI tools that scale content production.
$ _
style.config

My style philosophy

I serve up content with translation-ready clarity. I address developers directly as collaborators, front-load critical information, and trust reader intelligence. Every sentence earns its place by reducing friction and accelerating time-to-success.

Explain the why, not just the what
✗ Don't
Set timeout to 30.
✓ Do
To reduce the risk that a long-running query blocks other operations, set timeout to 30.
Front-load critical information
✗ Don't
This release includes several improvements to performance and adds new features. Note that the authentication method has changed and is not backward compatible.
✓ Do
Version 3.0 breaks backward compatibility with the authentication method. Before you upgrade, migrate to OAuth 2.0.
Anticipate the next question
✗ Don't
Enable caching to improve performance.
✓ Do
To improve performance, enable caching. If your data changes frequently, set cache_ttl to 60 seconds or less to prevent stale results.
Trust technical competence
✗ Don't
A database is a system that stores data. Configure your database connection string, which is the text that tells your application where to find the database.
✓ Do
Configure your connection string to point to the primary replica. Use the secondary replica only for read operations.
Every word earns its place
✗ Don't
In order to successfully complete the process, it is essential that you ensure the connection is active.
✓ Do
Before you start, verify that the connection is active.
Optimize for translation
✗ Don't
Verify the file contains valid JSON using the validator.
✓ Do
Use the validator to verify that the file contains valid JSON.
Dark Light
Choose a color to set it as the accent color for the site
Primary accent
#f59e0b
Success
#10b981
Tertiary
#6366f1
Keywords
#ff7b72
Strings
#a5d6ff
Functions
#7ee787
What I deliver

Capabilities

01

Developer documentation

API references, SDK guides, implementation tutorials, and code examples. I create content that developers actually use to build production applications.

02

UX writing and in-product content

Interface labels, help panels, error messages, and onboarding flows. I collaborate with design teams to create clear, actionable microcopy.

03

Content strategy and governance

Information architecture, style guides, templates, and editorial workflows. I build systems that enable consistent, high-quality content at scale.

04

AI-powered documentation

LLM prompt engineering, GenAI tool development, and automated workflows. I create AI solutions that enhance writer productivity and content quality.

Tools and technologies

Documentation and writing

API documentation Developer guides UX writing Style guides Information architecture Content strategy Release notes Tutorials CLI and SDK references Error messages

Tools and platforms

Git GitHub GitHub Actions Markdown AsciiDoc OpenAPI Swagger Postman Confluence Jira Figma MadCap Flare GitBook DocBook

AI and automation

Claude ChatGPT GitHub Copilot Q Developer Bedrock Cursor AI Prompt engineering GenAI tool development Model Context Protocol (MCP) Agentic workflows Content automation

Development

Python JavaScript SQL HTML/CSS REST APIs JSON/YAML CloudFormation CI/CD pipelines Static site generators Identity management Docs-as-code

Design and media

Figma Snagit Camtasia Canva Adobe Creative Suite CloudScape design system Progressive disclosure Conversational design User-centered design Accessibility standards (a11y)

Leadership and process

Team management Stakeholder communication Content governance Process design Cross-functional collaboration KPI definition Change management Agile/Scrum
Portfolio

Documentation samples

Selected projects demonstrating range across developer docs, UX writing, content strategy, and AI tooling.

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Career path

Professional experience

From marketing to technical writing to documentation leadership, my progression is built on clear communication.

2022 – Present
Senior documentation manager and writer
Amazon Web Services (AWS)
Lead content strategy for AWS database and analytics services. Hire and develop globally distributed teams of technical writers while personally authoring developer documentation.
  • Author developer guides and API docs for EMR, Aurora, RDS, QuickSight
  • Build GenAI tools with 2,000+ uses across AWS services
  • Contribute to AI transformation program for 200+ writers
  • Author in-product UX content for AWS Management Console
  • Define KPIs using analytics and customer feedback
2017 – 2022
Senior manager, knowledge management
SugarCRM
Managed content strategy for enterprise CRM platform across 150+ releases annually and 20 product versions.
  • Led team through 3 product acquisitions with 100% retention
  • Reduced customer support cases by 30% through strategic improvements
  • Established cross-team feedback loops with product and support
  • Redesigned release workflows for concurrent version documentation
2014 – 2017
Senior technical writer
SugarCRM
Created documentation for technical and non-technical users of marketing and sales automation platforms.
  • Contributed to UX design for mobile apps
  • Partnered with developer relations on API documentation
  • Established concurrent version documentation practices
2007 – 2014
Corporate manager of marketing and CRM
Aerotech Inc.
Managed integrated marketing strategies and CRM platform for precision motion control company.
  • Deployed CRM for 120+ global users with over 90% adoption
  • Executed campaigns across 5 business segments
  • Designed ticketing system tracking tens of thousands of inquiries
Academic background

Education

Three degrees from Duquesne University combining technical, communication, and organizational expertise.

M.S.
Database Development & Multimedia Technology
Duquesne University
M.A.
Integrated Marketing Communication
Duquesne University
B.S.
Organizational Behavior
Duquesne University
Let's connect

Get in touch

Whether you're looking for a documentation leader, want to discuss content strategy, or have questions about AI-powered documentation workflows, I'd love to hear from you.

LinkedIn jillshaheen@gmail.com GitHub