Technical Writer, Critical Incident Communications
Salesforce · Posted Oct 13
Customer relationship management, cloud computing, enterprise software, and artificial intelligence solutions
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About the role
The Salesforce Critical Incident Center Communications Team produces customer-facing documentation related to unplanned technical incidents across Salesforce's Technology and Products division. The role focuses on reviewing initial Root Cause Analysis (RCA) drafts, verifying completeness, and polishing content so published documentation reads in a single, consistent Salesforce voice for customer consumption. The writer also tracks preventative actions noted in RCAs and keeps previously published documents updated against those actions.
What you will do
- Review initial draft of RCA documentation provided by Technology and Products and review the content for thoroughness and ease of understanding.
- Understand complex technical issues and concepts related to critical incidents and translate them into “business-speak” for customer consumption.
- Assess contents of RCA to determine if questions are left unanswered, details are unclear, or if the document is likely to address the customer’s needs.
- Liaise with Technology and Product experts to clear up questions or doubts resulting from the initial draft in order to ensure customer satisfaction with final results.
- Polish the contents in order to create a single “voice” of Salesforce, resulting in RCAs having the same overall flow and style so they read as though written by the same person/team.
- Maintain a portfolio of RCAs for cataloging in order to create a searchable library of content that internal teams can use to find incident related information when needed.
- Track actions called out in RCAs and communicate with Technology and Product teams to verify actions are being completed in a timeframe outlined in the RCA. Update previously-published RCAs to show progress against noted actions.
Skills used in this role
What the employer is looking for
- 4-8 years of experience in areas of incident management or technical writing
- Outstanding writing, editing, and verbal communications skills
- Understanding and experience in cloud infrastructure and platforms, such as AWS and GCP
- Ability to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, networks, and customer relationship management principles
- Comfortable working in a fast-paced environment, in sometimes high-pressure, or stressful situations, while successfully balancing multiple priorities
- Ability to synthesize technical and non-technical details from different teams and determine which information is most relevant for different audiences
- Excruciating attention to detail, a commitment to quality, and dogged perseverance to meet deadlines
- Ability to work in a self-paced environment, strictly adhering to deadlines
- Bachelor’s degree in Communications, Marketing, or other related area
Preferred qualifications
- Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications are a plus
- Experience crafting customer-facing communications
- Project/program and change management skills
Benefits and support
- Compensation and benefits are detailed in the job posting
About Salesforce
Salesforce, Inc. is a leading global cloud-based enterprise software company specializing in customer relationship management (CRM) and artificial intelligence solutions. Through its integrated Customer 360 platform, the company provides applications for sales, customer service, marketing automation, e-commerce, and analytics. Powered by innovations like Agentforce, Salesforce helps businesses bridge human capability with autonomous AI agents to drive customer success.
- Industry
- Cloud Computing
- Company size
- 87000+ employees
- Founded
- 1999
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $25B raised
- 2026-03Post-IPO Debt$25B
- 2003-01Venture Round$1M
- 2001-06Series D$46.9M
- 1999-11Series C$13.2M
- 1999-06Series B$3.8M
Leadership
Chair, Chief Executive Officer & Co-Founder
President & Chief Operating and Financial Officer
Co-Founder & Chief Technology Officer, Slack
President & Chief Strategy Officer
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