Lead Technical Writer - Technology CX

Salesforce•San Francisco, CA

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. We're seeking an experienced Technical Writer to join our Technology Content Experience team within Products and Technology. In this role, you'll partner closely with product leadership, service owners, and engineers who build AI-powered products for Agentforce, onboard services to our Hyperforce infrastructure, and secure our technology stack. You'll focus specifically on documenting monitoring and availability tools and services for Salesforce, working directly with Availability & Infrastructure Engineering leadership to create comprehensive documentation that ensures high availability for our products. This position offers the opportunity to put on a consulting hat, leverage cutting-edge GenAI tools, and deliver content enablement solutions that drive innovation across our engineering organization.

Requirements

A related technical degree required
8-10+ years of experience documenting software for technical and engineering audiences
Proven ability to write clean, concise, and approachable technical content
Experience with infrastructure, service, or DevOps documentation
Excellent project management and stakeholder management skills
Ability to juggle multiple priorities, define scope where ambiguous, and manage expectations with content and engineering stakeholders
Self-management and self-prioritization capabilities with ability to get alignment
Proven ability to create process flow and database architecture diagrams
Experience crafting content for end users with ability to quickly learn complex technologies
High standards of quality and attention to detail
Experience with common authoring tools and source control software such as Perforce/Git
Excellent problem-solving, communication, and interpersonal skills
Strong customer advocacy mindset
Experience working in an Agile development environment

Nice To Haves

Background in infrastructure and DevOps documentation
Familiarity with GenAI tools and concepts with desire to use GenAI for content development
Knowledge of AWS/Google Cloud/Azure service documentation
Working knowledge of Markdown/Git and docs-as-code paradigm
Ability to read, understand, and build short code samples in various programming languages
Past experience with a cloud-based service provider
Experience crafting GenAI prompts
Programming experience

Responsibilities

Document monitoring and availability tools and services for Salesforce's infrastructure
Partner with Availability & Infrastructure Engineering leadership to evaluate and support in-house and third-party AI tools
Create infrastructure onboarding guides that support Day 2 operations
Develop playbooks, guides, videos, and other technical content in partnership with our training organization
Deliver effective content via multiple delivery mechanisms including MD/Git, Confluence, newsletters, and Slack canvases
Create process flow and database architecture diagrams
Craft content for end users with a focus on technical and engineering audiences
Drive innovation through comprehensive content enablement solutions
Ensure high availability documentation standards across Salesforce infrastructure
Build and maintain a robust content strategy that supports our developer experience initiatives
Establish documentation best practices using GenAI tools to expedite content development lifecycle