Lead Technical Writer

Salesforce; Seattle (WA); On-site; USD 143,000 - 217,000; Full time

Job summary

Salesforce is seeking an experienced documentation professional to own and evolve in-app assistance and user guides for Agentforce Sales and Salesforce Suites. You will collaborate with product, engineering, and UX teams to deliver accurate, accessible content for Admin, end users, and developers.

The role emphasizes leveraging Gen AI to accelerate content development, rigorous quality, and strong stakeholder coordination in an Agile environment.

Qualifications

• 8-10+ years documenting software for Admin and end user audiences.
• Ability to write accurate, concise, and approachable content.
• Familiarity with Gen AI tools and concepts and a desire to use gen AI to expedite the content development lifecycle.
• Excellent project management skills.
• Excellent stakeholder management skills.
• Experience juggling multiple priorities, defining scope where ambiguous, and setting and managing expectations with content and engineering stakeholders.
• Ability to self-manage and self-prioritize to get alignment.
• Ability to quickly learn complex technologies.
• High standards of quality and attention to detail.
• Experience with XML-based authoring tools (Markdown, Oxygen, Flare).
• Experience with source control software (Perforce, Git).
• Excellent problem solver.
• Excellent communication and interpersonal skills.
• Strong advocate for the customer.
• Experience in Agile development environment.

Responsibilities

• Own, create, and maintain documentation and in-app assistance for Salesforce applications, primarily Agentforce Sales and Salesforce Suites.
• Collaborate with product managers, engineers, and UX to deliver high-quality content.
• Manage priorities and expectations with stakeholders and content/engineering teams.
• Continuously improve content processes and leverage AI tools to accelerate production.

Skills

Documentation

Content writing

Gen AI tools

Project management

Stakeholder mgmt

Prioritization

Learning new tech

XML/Markdown/authoring

Version control

Agile

Communication

Customer focus

Tools

Markdown

Oxygen

Flare

Perforce

Git

Job description

Job Category

Enterprise Technology & Infrastructure

Job 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.

About The Team

Hello! We're the Content Experience team for Agentforce Sales. We are the #1 CRM for sales. We help our customers accelerate growth and boost productivity - from lead management to forecasting to closing revenue. We work closely with product managers, engineers, and the user experience team in an Agile development environment to produce online help, in-app assistance, guides, videos, and more.

Who We’re Looking For

Our ideal candidate is passionate about creating comprehensive, accurate, and approachable content for Admin, end user, and developer audiences that helps them understand and connect with complex technical subjects. You enjoy digging into what your audience needs to know to succeed, collaborating closely with cross-functional stakeholders, and working with other writers to create great content.

Responsibilities

Own, create, and maintain documentation and in-app assistance for Salesforce applications, primarily Agentforce Sales and Salesforce Suites.

Required Experience/Skills

• 8-10+ years of experience documenting software for Admin and end user audiences
• Ability to write accurate, concise, and approachable content
• Familiarity with Gen AI tools and concepts and a desire to use gen AI to expedite the content development lifecycle
• Excellent project management skills
• Excellent stakeholder management skills
• Experience juggling multiple priorities, defining scope where ambiguous, and setting and managing expectations with content and engineering stakeholders
• Ability to self-manage and self-prioritize to get alignment
• Ability to quickly learn complex technologies
• High standards of quality and attention to detail
• Experience with common XML-based authoring tools, like Markdown, Oxygen, or Flare
• Experience with source control software, such as Perforce or Git
• Excellent problem solver
• Excellent communication and interpersonal skills
• Strong advocate for the customer
• Experience working in an Agile development environment

Desired Experience/Skills

• Experience with Salesforce products
• Experience with AI tools used for content creation or management
• Experience creating API documentation and the ability to read and understand code samples

Unleash Your Potential

When 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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $143,400 - $216,900 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $172,200 - $236,700 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.