Role Overview
We're hiring a Technical Enablement & Documentation Lead to own the end-to-end knowledge experience for Flosum — from product documentation across DevOps, Data Backup, Security, and Compliance, to the launch of our official Flosum Certification Program. You'll be the bridge between Product, Support, Sales Engineering, and Customers, turning real-world signals into authoritative, learner-friendly content.
Key Responsibilities
- Own, maintain, and continuously improve Flosum 's product documentation across Salesforce DevOps, Data Backup & Recovery, Security, and Compliance modules.
- Build and launch the Flosum Certification Program, including learning paths, exam blueprints, hands-on labs, and badge tiers (Admin, Developer, Architect).
- Analyze inbound signals — support cases, demo requests, and prospect inquiries — to identify documentation gaps and proactively update content.
- Partner with Support to convert recurring tickets into self-service knowledge base articles, reducing case volume.
- Collaborate with Product Management and Engineering to document new releases, features, and APIs in lockstep with the release calendar.
- Work with Sales Engineering to ensure demo-driven questions are reflected in public-facing guides and FAQs.
- Establish documentation standards, style guides, and review workflows to keep content accurate, versioned, and on-brand.
- Track content performance (views, search queries, deflection rates, certification pass rates) and report on enablement KPIs.
Requirements
- 5+ years in technical writing, developer enablement, or technical training — ideally in the Salesforce ecosystem.
- Hands-on familiarity with Salesforce DevOps concepts (version control, CI/CD, sandbox management, deployments) and data backup/recovery principles.
- Proven track record building or contributing to a certification or learning program (Trailhead-style modules, exam design, or LMS authoring).
- Strong analytical mindset — comfortable mining Zendesk/Salesforce Service Cloud cases and CRM data to prioritize content roadmaps.
- Excellent writing skills with the ability to translate complex technical workflows into clear, actionable guidance.
- Experience with documentation platforms (Document360, Zendesk Guide, Readme, GitBook, or similar).
Preferred Qualifications
- Salesforce Administrator or Platform Developer certification.
- Prior experience at a Salesforce ISV or DevOps tooling company (Copado, Gearset, AutoRABIT, OwnBackup, etc.).
- Background in instructional design or video-based learning production.
What Success Looks Like in 12 Months
- Documentation NPS and self-service deflection rates measurably improved.