Technical Writer, Critical Incident Communications

Salesforce, Inc.; Hyderabad; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Salesforce, Inc. in Hyderabad is seeking a Technical Writer for Critical Incident Communications to polish RCA documentation and publish customer-facing content related to unplanned incidents.

You will translate complex technical issues into clear business language and ensure consistency of voice across RCAs. The role requires 4–8 years in incident management or technical writing, strong writing/editing skills, knowledge of AWS and GCP, and the ability to manage multiple time-sensitive projects

Qualifications

• 4–8 years of incident management or technical writing experience.
• Exceptional writing, editing, and verbal communication skills.
• Strong understanding of cloud infrastructure and database/network concepts.

Responsibilities

• Review RCA drafts for thoroughness and clarity.
• Translate complex technical issues into business-friendly language for customers.
• Maintain a searchable RCAs library for internal use.
• Track actions and liaise with Technology and Product teams to verify progress.

Skills

Technical writing

Editing

Verbal communication

Attention to detail

Documentation management

Stakeholder liaison

Education

Bachelor’s degree in Communications/Marketing/Related

Tools

AWS

GCP

Job description

## Technical Writer, Critical Incident CommunicationsApply: Office - Based: India - Hyderabad: Full time: Posted Today: JR352053*To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.*Job CategoryProgram & Project ManagementJob Details****About Salesforce****Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.The Salesforce Critical Incident Center Communications Team seeks a Technical Writer with excellent communication and analytical skills to facilitate completion and delivery of customer facing documentation related to unplanned technical incidents.The role is primarily focused on taking initial drafts of information provided by the Technology and Products division related to incidents and verifying sufficient information is available, then polishing the content and publishing the resulting documentation for customer consumption.Additionally, follow-up efforts are required to ensure preventative actions listed in the documentation are completed and updated to final versions of the content.This role is for communicators with a solid understanding of the Salesforce technology and products, a passion for customer advocacy, outstanding communication skills, a high level of organization to enable multiple projects under way simultaneously and a focus on Salesforce’s key values of trust and transparency.Responsibilities:Review initial draft of RCA documentation provided by Technology and Products and review the content for thoroughness and ease of understanding.Understand complex technical issues and concepts related to critical incidents and translate them into “business-speak” for customer consumption.Assess contents of RCA to determine if questions are left unanswered, details are unclear, or if the document is likely to address the customer’s needs.Liaise with Technology and Product experts to clear up questions or doubts resulting from the initial draft in order to ensure customer satisfaction with final results.Polish the contents in order to create a single “voice” of Salesforce, resulting in RCAs having the same overall flow and style so they read as though written by the same person/team.Maintain a portfolio of RCAs for cataloging in order to create a searchable library of content that internal teams can use to find incident related information when needed.Track actions called out in RCAs and communicate with Technology and Product teams to verify actions are being completed in a timeframe outlined in the RCA. Update previously-published RCAs to show progress against noted actions.Requirements:4-8 years of experience in areas of incident management or technical writingOutstanding writing, editing, and verbal communications skillsUnderstanding and experience in cloud infrastructure and platforms, such as AWS and GCPAbility to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, networks, and customer relationship management principlesComfortable working in a fast-paced environment, in sometimes high-pressure, or stressful situations, while successfully balancing multiple prioritiesAbility to synthesize technical and non-technical details from different teams and determine which information is most relevant for different audiencesExcruciating attention to detail, a commitment to quality, and dogged perseverance to meet deadlinesAbility to work in a self-paced environment, strictly adhering to deadlinesBachelor’s degree in Communications, Marketing, or other related areaDesired Experience and Skills:Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications are a plusExperience crafting customer-facing communicationsProject/program and change management skillsUnleash Your PotentialWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and *be your best*, and our AI agents accelerate your impact so you can *do your best*. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.