Technical Writer, Critical Incident Communications

The Salesforce Critical Incident Center Communications Team seeks a Technical Writer with excellent communication and analytical skills to facilitate completion and delivery of customer facing documentation related to unplanned technical incidents.

The role is primarily focused on taking initial drafts of information provided by the Technology and Products division related to incidents and verifying sufficient information is available, then polishing the content and publishing the resulting documentation for customer consumption.

Additionally, follow-up efforts are required to ensure preventative actions listed in the documentation are completed and updated to final versions of the content.This role is for communicators with a solid understanding of the Salesforce technology and products, a passion for customer advocacy, outstanding communication skills, a high level of organization to enable multiple projects under way simultaneously and a focus on Salesforce’s key values of trust and transparency.Responsibilities:

Review initial draft of RCA documentation provided by Technology and Products and review the content for thoroughness and ease of understanding.

Understand complex technical issues and concepts related to critical incidents and translate them into “business-speak” for customer consumption.

Assess contents of RCA to determine if questions are left unanswered, details are unclear, or if the document is likely to address the customer’s needs.

Liaise with Technology and Product experts to clear up questions or doubts resulting from the initial draft in order to ensure customer satisfaction with final results.

Polish the contents in order to create a single “voice” of Salesforce, resulting in RCAs having the same overall flow and style so they read as though written by the same person/team.

Maintain a portfolio of RCAs for cataloging in order to create a searchable library of content that internal teams can use to find incident related information when needed.

Track actions called out in RCAs and communicate with Technology and Product teams to verify actions are being completed in a timeframe outlined in the RCA. Update previously-published RCAs to show progress against noted actions.

Requirements

4-8 years of experience in areas of incident management or technical writing

Outstanding writing, editing, and verbal communications skills

Understanding and experience in cloud infrastructure and platforms, such as AWS and GCP

Ability to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, networks, and customer relationship management principles

Comfortable working in a fast-paced environment, in sometimes high-pressure, or stressful situations, while successfully balancing multiple priorities

Ability to synthesize technical and non-technical details from different teams and determine which information is most relevant for different audiences

Excruciating attention to detail, a commitment to quality, and dogged perseverance to meet deadlines

Ability to work in a self-paced environment, strictly adhering to deadlines

Bachelor’s degree in Communications, Marketing, or other related area

Desired Experience and Skills:

Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications are a plus

Experience crafting customer-facing communications

Project/program and change management skills