Technical Writer, Critical Incident Communications

Overview

Salesforce's Critical Incident Center Communications Team is seeking a Technical Writer to complete and deliver customer-facing documentation for unplanned technical incidents.

What you'll do

• Review initial drafts of RCA documentation provided by Technology and Products 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 RCA contents to determine whether questions are unanswered, details are unclear, or the document is unlikely to meet customer needs.
• Liaise with Technology and Product experts to resolve questions or doubts arising from the initial draft and ensure customer satisfaction with the final result.
• Polish content to create a single Salesforce voice, so RCAs share the same flow and style.
• Maintain a portfolio of RCAs as a searchable library for internal teams.
• Track actions called out in RCAs and verify with Technology and Product teams that they are completed within the timeframe outlined.
• Update previously published RCAs to show progress against noted actions.

What you'll need

• 4-8 years of experience in 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 related to database architecture, security, networks, and customer relationship management principles.
• Comfortable working in a fast-paced, sometimes high-pressure or stressful environment while 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.

Nice to have

• Experience with Salesforce platforms.
• Trailhead Ranger status and Salesforce certifications.
• Experience crafting customer-facing communications.
• Project/program and change management skills.

Details

• Location: Hyderabad, India.