Technical Enablement & Documentation Lead (Portugal)

Flosum; Viseu; Presencial; EUR 40 000 - 65 000; Tempo integral

Resumo da oferta

Flosum procura um líder de Enablement técnico e documentação para assumir a experiência de conhecimento ponta-a-ponta, cobrindo documentação de produto em Dev Ops da Salesforce, backup de dados, segurança e conformidade, além de lançar o Flosum Certification Program.

Você transformará sinais reais de atendimento e de provas de demonstração em conteúdos confiáveis, trabalhará com Product, Support e Sales Engineering e criará padrões de documentação, com métricas de uso e deflexão de tickets.

Qualificações

• 5+ anos em escrita técnica, enablement de desenvolvedores ou treinamento técnico.
• Familiaridade prática com conceitos Salesforce Dev Ops (controle de versões, CI/CD, gerenciamento de sandbox, implantações) e backup/recuperação de dados.
• Experiência na construção ou contribuição para programas de certificação ou LMS authoring.
• Perfil analítico para extrair insights de Zendesk/Salesforce Service Cloud para priorizar roteiros de conteúdo.
• Excelentes habilidades de escrita para traduzir fluxos técnicos em orientações claras.

Responsabilidades

• Possuir, manter e melhorar a documentação do produto da Flosum nos módulos Salesforce Dev Ops, Data Backup & Recovery, Security e Compliance.
• Desenhar e lançar o Flosum Certification Program, incluindo trilhas de aprendizado, blueprints de exames, laboratórios práticos e níveis de badge.
• Analisar sinais recebidos (casos de suporte, solicitações de demonstração e consultas de prospects) para identificar lacunas de documentação e atualizar o conteúdo.
• Parcerias com o Suporte para transformar tickets recorrentes em artigos de conhecimento de autoatendimento, reduzindo o volume de casos.
• Colaborar com Product Management e Engineering para documentar novas releases, recursos e APIs alinhados ao calendário de lançamento.
• Estabelecer padrões de documentação, guias de estilo e fluxos de revisão para manter conteúdo preciso, versionado e alinhado à marca.
• Medir desempenho de conteúdo (visualizações, consultas, taxas de desvio e de aprovação de certificação) e reportar KPIs de enablement.

Conhecimentos

Technical writing

Developer enablement

Salesforce ecosystem

Content strategy

Analytics

LMS authoring

Ferramentas

Document360

Zendesk Guide

Readme

GitBook

Descrição da oferta de emprego

Descrição do cargo

About Flosum Flosum is the leading 100% native Salesforce Dev Ops, data backup, and security platform. We help enterprises release faster, protect their Salesforce data, and govern their orgs with confidence. As we scale, we're investing in world-class enablement to ensure customers, partners, and admins can fully harness the platform.

Role Overview

We're hiring a Technical Enablement & Documentation Lead to own the end-to-end knowledge experience for Flosum - from product documentation across Dev Ops, Data Backup, Security, and Compliance - to the launch of our official Flosum Certification Program. You'll be the bridge between Product, Support, Sales Engineering, and Customers, turning real-world signals into authoritative, learner-friendly content.

Key Responsibilities

Own, maintain, and continuously improve Flosum's product documentation across Salesforce Dev Ops, Data Backup & Recovery, Security, and Compliance modules. Build and launch the Flosum Certification Program, including learning paths, exam blueprints, hands-on labs, and badge tiers (Admin, Developer, Architect). Analyze inbound signals - support cases, demo requests, and prospect inquiries - to identify documentation gaps and proactively update content.

Partner with Support to convert recurring tickets into self-service knowledge base articles, reducing case volume. Collaborate with Product Management and Engineering to document new releases, features, and APIs in lockstep with the release calendar. Work with Sales Engineering to ensure demo-driven questions are reflected in public-facing guides and FAQs. Establish documentation standards, style guides, and review workflows to keep content accurate, versioned, and on-brand.

Track content performance (views, search queries, deflection rates, certification pass rates) and report on enablement KPIs. Qualifications 5+ years in technical writing, developer enablement, or technical training - ideally in the Salesforce ecosystem. Hands-on familiarity with Salesforce Dev Ops concepts (version control, CI/CD, sandbox management, deployments) and data backup/recovery principles.

Proven track record building or contributing to a certification or learning program (Trailhead-style modules, exam design, or LMS authoring). Strong analytical mindset - comfortable mining Zendesk/Salesforce Service Cloud cases and CRM data to prioritize content roadmaps. Excellent writing skills with the ability to translate complex technical workflows into clear, actionable guidance. Experience with documentation platforms (Document360, Zendesk Guide, Readme, Git Book, or similar).

Preferred Qualifications

Salesforce Administrator or Platform Developer certification. Prior experience at a Salesforce ISV or Dev Ops tooling company (Copado, Gearset, Auto RABIT, Own Backup, etc.). Background in instructional design or video-based learning production. What Success Looks Like in 12 Months Documentation NPS and self-service deflection rates measurably improved. Flosum Certification Program launched with at least three role-based tracks and an active learner community. A repeatable feedback loop established between Support, Sales, and Documentation.