Senior/Staff Technical Writer

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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.

This role focuses on delivering high-quality documentation for admin and end-user audiences across multiple Salesforce products, clouds, and technologies — including help articles, release notes, in-app assistance, Trailhead content, and setup guides.

Responsibilities

• Plan, deliver, and maintain content across multiple product areas, clouds, or technologies simultaneously.

• Proactively audit existing content against AI-readiness standards, prioritize improvements based on impact and usage, and document findings for team-wide awareness.

• Evaluate and improve information architecture across existing content sets — considering how IA decisions affect AI surfacing and retrieval.

• Independently select and use AI tools without guidance; consistently apply AI tools to routine work in ways that demonstrably improve efficiency or quality.

• Critically evaluate AI-generated output against quality, style, and accuracy standards; exercise ethical judgment on accuracy, tone, and trustworthiness before publication.

• Articulate where human judgment about customer behavior, product context, and content quality adds value that AI-generated content cannot replicate.

• Develop longer-term content strategies across multiple features or technologies — with a clear point of view on what to create, what to defer, and what not to create.

• Use content performance data to surface insights, distinguish quality issues from discoverability problems, and inform team priorities.

• Influence how AI-assisted features are designed — not just documented — by bringing content strategy and IA considerations into product and UX conversations early.

• Act as a multiplier — lead projects with multiple contributors, recognize collaborators' strengths, and share AI skills and best practices across the team.

• Serve as a recognized customer advocate; diplomatically push back on requests that aren't appropriate.

Required Experience/Skills

• 10–15+ years of technical writing experience for enterprise or SaaS software

• Significant experience delivering content across multiple product areas, clouds, or technologies

• Proven ability to independently select and apply AI tools; critically evaluates AI-generated content for quality, accuracy, and trustworthiness

• Experience auditing content for AI-readiness gaps and improving content to meet AI-ready standards

• Ability to articulate where human judgment adds value that AI cannot replicate

• Strong IA skills with experience improving content sets for both human and AI discoverability

• Experience using performance data to drive content strategy and priorities

• Strong stakeholder management skills; experience working with UX, PM, CCE, Support, and Product Marketing

Desired Experience/Skills

• Familiarity with Salesforce CRM and the broader Salesforce platform

• Working knowledge of Markdown, XML/DITA, and structured authoring tools (e.g., Oxygen)

• Experience with in-app assistance, Trailhead, or learning content

• Experience leading cross-functional or team-wide content initiatives

• Experience with global or cross-functional teams

 

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