Technical Enablement Lead – Documentation

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

📋 Description

• Take ownership of, maintain, and continuously enhance Flosum's product documentation for Salesforce DevOps, Data Backup & Recovery, Security, and Compliance modules.

• Develop and implement the Flosum Certification Program, which includes learning paths, exam blueprints, practical 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 frequently occurring tickets into self-service knowledge base articles, thereby decreasing case volume.

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

• 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 principles of data backup/recovery.

• Demonstrated experience in building or contributing to a certification or learning program (such as Trailhead-style modules, exam development, or LMS authoring).

• Strong analytical skills — adept at analyzing Zendesk/Salesforce Service Cloud cases and CRM data to prioritize content roadmaps.

• Exceptional writing abilities with the talent to convert intricate technical workflows into clear and actionable instructions.

• Familiarity with documentation platforms (Document360, Zendesk Guide, Readme, GitBook, or similar).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and a supportive work environment.

• Access to the latest tools and technologies to facilitate your work.