Technical Enablement – Documentation Lead

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Take ownership of, manage, and consistently enhance Flosum's product documentation across modules including Salesforce DevOps, Data Backup & Recovery, Security, and Compliance.

• Develop and implement the Flosum Certification Program, incorporating learning paths, exam blueprints, hands-on labs, and badge tiers (Admin, Developer, Architect).

• Evaluate incoming signals — such as support cases, demo requests, and inquiries from prospects — to pinpoint documentation deficiencies and proactively refresh content.

• Collaborate with the Support team to transform recurring tickets into self-service knowledge base articles, thereby decreasing case volume.

• Work in conjunction with Product Management and Engineering to document new releases, features, and APIs in alignment with the release calendar.

• Coordinate with Sales Engineering to ensure that questions arising from demos are addressed in public-facing guides and FAQs.

• Set up documentation standards, style guides, and review processes to maintain content accuracy, versioning, and brand consistency.

• Monitor content performance metrics (such as views, search queries, deflection rates, and certification pass rates) and report on enablement KPIs.

⛳️ Requirements

• A minimum of 5 years of experience in technical writing, developer enablement, or technical training, preferably within the Salesforce ecosystem.

• Practical knowledge of Salesforce DevOps concepts (including version control, CI/CD, sandbox management, and deployments) along with data backup/recovery principles.

• Demonstrated success in creating or contributing to a certification or learning program (such as Trailhead-style modules, exam design, or LMS authoring).

• Strong analytical skills with the ability to analyze Zendesk/Salesforce Service Cloud cases and CRM data to prioritize content development roadmaps.

• Exceptional writing abilities, capable of converting intricate technical workflows into clear and actionable guidance.

• Experience with documentation platforms such as Document360, Zendesk Guide, Readme, GitBook, or similar tools.

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Access to professional development and training resources.

• Flexible work arrangements to promote work-life balance.

• Competitive salary and performance-based incentives.