Technical Content Writer (Remote)

San Ramon, CA

About the position

Flosum is a leading provider of innovative DevOps solutions tailored for Salesforce environments. Our flagship product, Flosum DevOps, along with our comprehensive suite including Backup and Archive, Trust Center, and Data Migrator, empowers organizations to streamline their DevSecOps processes, enhance security, and ensure seamless data management. We seek a talented and experienced Technical Writer to join our team and contribute to our mission of delivering exceptional customer experiences through high-quality documentation and training materials. The Technical Writer will be pivotal in creating customer-facing content and resources for post-sales field teams. The ideal candidate will have a deep understanding of Salesforce and DevOps and focus on developing clear, concise, and comprehensive documentation and training materials. This role emphasizes delivering content that enhances the customer experience, facilitates product adoption, and supports field teams in effectively communicating product benefits and solutions.

Responsibilities

• Develop, write, and maintain detailed user guides, quick start guides, FAQs, and product documentation for Flosum DevOps, Backup and Archive, Trust Center, and Data Migrator.
• Create engaging training materials, including webinars, video tutorials, e-learning modules, and certification guides, designed to educate customers on product features and best practices.
• Design content that is accessible and easy to understand for a diverse audience, ranging from non-technical business users to advanced technical professionals.
• Ensure all documentation is up-to-date and reflects the latest product updates, features, and enhancements.
• Collaborate closely with customer success and technical account management teams to understand the common challenges and needs of customers.
• Develop tailored resources and playbooks for field teams to use in post-sales engagements, including case studies, troubleshooting guides, and implementation best practices.
• Provide field teams with sales enablement content that clearly communicates product value propositions, competitive differentiators, and customer success stories.
• Assist in creating content for customer workshops, training sessions, and webinars aimed at maximizing customer satisfaction and product utilization.
• Work with product managers and engineers to gather technical information and translate complex concepts into customer-friendly content.
• Implement a content strategy that aligns with the company's goals of enhancing customer education, driving product adoption, and reducing support overhead.
• Regularly review and improve existing content based on customer feedback, analytics, and industry trends.
• Create templates and style guides to ensure consistency and quality across all documentation and training materials.
• Partner with the marketing team to develop customer-centric content for product launches, newsletters, and social media campaigns.
• Collaborate with the support team to create a comprehensive knowledge base that empowers customers to resolve issues independently.
• Engage with the customer community through forums, webinars, and user groups to gather insights and improve content relevance and effectiveness.

Requirements

• Bachelor's degree in Technical Writing, Communications, Computer Science, or a related field.
• 3+ years of experience in technical writing, particularly in the Salesforce and DevOps domains.
• Demonstrated experience in creating customer-facing documentation and training materials for software products.
• Strong understanding of the Salesforce platform and DevOps methodologies.
• Excellent writing, editing, and communication skills, with a solid ability to convey complex information clearly and effectively.
• Familiarity with content management systems, documentation tools, and e-learning platforms.
• Experience in supporting customer success or post-sales teams with tailored content and resources.
• Ability to manage multiple projects and deadlines in a fast-paced environment.

Nice-to-haves

• Certification in Salesforce (e.g., Salesforce Administrator, Salesforce Platform App Builder).
• Experience in creating instructional videos and online training modules.
• Knowledge of backup and archiving solutions, data security, and compliance.
• Familiarity with agile development methodologies and experience working in an agile environment.