Technical Enablement Lead – Documentation

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

📋 Description

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

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

• Examine incoming signals — such as support cases, demo requests, and prospect inquiries — to identify gaps in documentation and proactively refresh content.

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

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

• Partner with Sales Engineering to ensure that questions arising from demos are captured 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 (views, search queries, deflection rates, certification pass rates) and provide reports 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 (version control, CI/CD, sandbox management, deployments) and data backup/recovery principles.

• A demonstrated history of creating or contributing to a certification or learning program (including Trailhead-style modules, exam design, or LMS authoring).

• A strong analytical mindset — capable of extracting insights from Zendesk/Salesforce Service Cloud cases and CRM data to prioritize content roadmaps.

• Exceptional writing skills with the ability to convert complex technical workflows into clear, actionable instructions.

• Experience utilizing documentation platforms (such as Document360, Zendesk Guide, Readme, GitBook, or similar).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work hours and remote work options.

• A vibrant and inclusive company culture that fosters innovation and collaboration.