Technical Enablement Lead – Documentation

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

📋 Description

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

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

• Evaluate incoming signals — including support cases, demo requests, and inquiries from prospects — to detect documentation gaps and proactively refresh content.

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

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

• Partner with Sales Engineering to ensure that demo-related inquiries are captured in public-facing guides and FAQs.

• Establish standards for documentation, 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 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 (version control, CI/CD, sandbox management, deployments) and data backup/recovery principles.

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

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

• Exceptional writing abilities, with a talent for transforming complex technical workflows into clear, actionable instructions.

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance packages.

• Opportunities for professional development and continuous learning.

• Flexible working hours and remote work options.

• A collaborative and inclusive work environment.