Technical Enablement & Documentation Lead (US)

Flosum; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Flosum is looking for a Technical Enablement & Documentation Lead to enhance our knowledge experience. This role involves overseeing product documentation, developing the Flosum Certification Program, and collaborating across teams to ensure accurate content delivery.

The ideal candidate has 5+ years of experience in technical writing, especially within the Salesforce ecosystem, and strong analytical skills to identify content needs effectively.

Qualifications

• 5+ years in technical writing, developer enablement, or technical training.
• Familiarity with Salesforce DevOps concepts and data backup principles.
• Proven experience contributing to a certification or learning program.

Responsibilities

• Own and improve Flosum's product documentation.
• Build and launch the Flosum Certification Program.
• Identify documentation gaps from support cases and prospect inquiries.

Skills

Technical writing

Salesforce DevOps concepts

Analytical mindset

Excellent writing skills

Experience with documentation platforms

Tools

Document360

Zendesk Guide

GitBook

Job description

About Flosum

Flosum is the leading 100% native Salesforce DevOps, 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 DevOps, 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 DevOps, 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 DevOps 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, GitBook, or similar).

Preferred Qualifications

• Salesforce Administrator or Platform Developer certification.
• Prior experience at a Salesforce ISV or DevOps tooling company (Copado, Gearset, AutoRABIT, OwnBackup, 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.