Technical Enablement & Documentation Lead (US)

- 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.

- 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).

- 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.

- 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.