About Company
Salesforce, the Customer 360 company, empowers organizations of all sizes and industries to connect with their customers in a whole new way using the power of cloud, mobile, social, IoT, artificial intelligence, voice, and blockchain technologies. We are the global leader in CRM, dedicated to innovating and driving the future of business. Our success is built on a foundation of trust, customer success, innovation, and equality. We believe in creating a diverse, inclusive, and supportive environment where employees can thrive, learn, and make a significant impact. Join Salesforce in Charlotte, North Carolina, and be part of a team that is transforming how businesses operate worldwide.
Job Description
Salesforce is seeking a highly skilled and passionate Technical Writer to join our dynamic product development team in Charlotte, North Carolina. In this pivotal role, you will be responsible for creating clear, concise, and accurate documentation that empowers our diverse user base – from administrators and developers to sales professionals and end-users – to maximize the value of Salesforce products. You will work closely with product managers, engineers, UX designers, and other stakeholders to understand complex technical concepts and translate them into easily digestible user guides, API documentation, release notes, in-app help, and knowledge base articles.
Your day-to-day will involve diving deep into Salesforce features and functionalities, conducting thorough research, and actively participating in the product development lifecycle from conception to launch. You will ensure that all documentation is not only technically accurate but also aligns with Salesforce’s brand voice, style guidelines, and information architecture standards. A key aspect of this role is understanding the customer journey and anticipating user needs, proactively identifying areas where documentation can enhance usability and reduce support inquiries. You will champion user-centric content design, utilizing feedback mechanisms and analytics to continuously improve the quality and effectiveness of our documentation.
The ideal candidate possesses an exceptional command of the English language, a keen eye for detail, and a proven ability to simplify intricate technical information without losing critical nuance. Experience with the Salesforce platform, including an understanding of its various clouds (Sales Cloud, Service Cloud, Marketing Cloud, etc.) and developer tools (Apex, Lightning Web Components, APIs), is highly desirable. You should be adept at using modern authoring tools and content management systems, with a strong understanding of structured writing principles (e.g., DITA) and version control. This role offers the opportunity to shape the user experience for millions of Salesforce users globally, contributing directly to their success and the ongoing evolution of our industry-leading platform. If you are a collaborative communicator, a proactive problem-solver, and passionate about making complex technology accessible, we encourage you to apply.
Key Responsibilities
- Create and maintain comprehensive, accurate, and user-friendly documentation for Salesforce products and features, including user guides, developer guides, release notes, API documentation, and in-app help.
- Collaborate closely with product managers, engineers, QA, and UX designers throughout the product development lifecycle to gather information and ensure documentation accuracy and completeness.
- Translate complex technical concepts into clear, concise, and engaging language for various audiences, including administrators, developers, and end-users.
- Ensure all documentation adheres to Salesforce's brand voice, style guidelines, and information architecture standards.
- Proactively identify documentation needs, suggest content improvements, and advocate for the user experience.
- Participate in content reviews, editing, and quality assurance processes to deliver high-quality content.
- Manage documentation projects, including planning, scheduling, and tracking progress to meet release deadlines.
- Utilize content management systems, bug tracking software, and version control tools effectively.
- Gather and incorporate user feedback to continuously improve documentation effectiveness and usability.
Required Skills
- 5+ years of experience as a Technical Writer in a software development environment.
- Proven ability to write clear, concise, and accurate technical documentation for diverse audiences.
- Strong understanding of the Salesforce platform and ecosystem.
- Expertise in content authoring tools (e.g., Oxygen XML Editor, MadCap Flare, Paligo) and content management systems.
- Proficiency in structured writing methodologies (DITA, XML, Markdown).
- Excellent written and verbal communication skills in English.
- Ability to work independently and collaboratively in a fast-paced, agile environment.
- Strong analytical and problem-solving skills, with keen attention to detail.
- Experience with version control systems (e.g., Git).
Preferred Qualifications
- Bachelor's degree in Technical Communication, Computer Science, English, or a related field.
- Salesforce Administrator or Platform App Builder certification.
- Experience with API documentation tools (e.g., Swagger/OpenAPI).
- Familiarity with UX principles and user-centered design.
- Experience with internationalization and localization processes for documentation.
- Prior experience documenting CRM or enterprise cloud software.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching.
- Generous paid time off, including vacation, sick leave, and holidays.
- Paid parental leave.
- Employee stock purchase program.
- Opportunities for professional development, training, and certifications.
- Wellness programs and employee assistance initiatives.
- Vibrant, inclusive company culture with employee resource groups.
- Hybrid work model supporting flexibility and collaboration.
How to Apply
If you are a passionate storyteller with a knack for technology and ready to make an impact, we invite you to join our innovative team at Salesforce. Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications and exploring how your expertise can contribute to our mission.