Salesforce, Inc..
Technical Writing Production Support Engineer
Salesforce, Inc.., San Francisco, California, United States, 94199
The Content Experience (CX) group is responsible for the authoring and maintenance of world‑class product knowledge information for Salesforce’s suite of products. From help topics to API references to Trailhead courses, hundreds of CX creators whip up the best content in the industry, and they need world‑class technical infrastructure to match, in order to deliver content at scale on a daily basis.
CX Technologies is the technical arm of the larger CX group, and we are looking for a Systems Specialist II to come on board and help us fulfill our vision of enabling frictionless, delightful experiences for all phases of the author and content lifecycles. Or, using words a normal human would say, we want Salesforce writers and content to have the best lives ever, and we want your help to make that a reality.
We’re looking for a Production Support Engineer to join our team and provide direct technical support for the tools and operations that keep our documentation pipeline running smoothly, resolving technical and functional system issues, identifying improvements to reduce support requests, and collaborating with development teams to promote new and enhanced functionality. A successful candidate must be agile and able to support multiple priorities.
This is a highly collaborative and technical role focused on ensuring that our writers have the right support to check in, validate, and publish content that impacts millions of Salesforce customers.
Your Impact
Provide technical support for writer workflows and tools, helping identify and resolve issues with document check‑ins, publishing, and pre‑/post‑check‑in tests.
Investigate and troubleshoot Markdown and DITA XML violations, content pipeline failures, and other toolchain issues that block publishing.
Execute writer tooling processes (often via command line or automation scripts) to gather documentation data, run reports, and generate API change reports for writers.
Partner with technical writers to unblock publishing workflows and ensure documentation changes are accurately and efficiently delivered to Salesforce customers.
Maintain clear records of issues, resolutions, and improvements to support knowledge sharing and reduce recurring problems.
Collaborate with engineering teams to suggest improvements to tooling and automation that reduce manual work.
Required Skills
A related technical degree
6+ Years of service management experience
Experience with working with software product‑development team on feature enhancements
Understanding of standard processes of software‑deployment implementations, including design patterns, release management, deployment strategies, and testing
Understanding of ITIL Service Support concepts including Incident and Problem Management
Familiarity with SOX protocols, Change Management and Release Management principles and processes
Preferred Skills
Knowledge of structured authoring formats like DITA and Markdown
Experience with content pipelines and source control systems like Perforce and Git
Experience with database concepts and data modeling capabilities
Technical writing experience
Experience with sandbox and production deployments
Experience with python, HTML/XHTML, jQuery, Javascript, AJAX, SQL, SOAP, REST, JSON, Apex, SOQL, PLSQL
Demonstrable ability to handle overall business initiatives or several components of a large, sophisticated project
Direct experience in Agile and Scrum
Project‑management skills with ability to balance multiple projects/tasks across various user groups
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.
The typical base salary range for this position is $157,600 - $216,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $172,000 - $236,500 annually.
The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
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CX Technologies is the technical arm of the larger CX group, and we are looking for a Systems Specialist II to come on board and help us fulfill our vision of enabling frictionless, delightful experiences for all phases of the author and content lifecycles. Or, using words a normal human would say, we want Salesforce writers and content to have the best lives ever, and we want your help to make that a reality.
We’re looking for a Production Support Engineer to join our team and provide direct technical support for the tools and operations that keep our documentation pipeline running smoothly, resolving technical and functional system issues, identifying improvements to reduce support requests, and collaborating with development teams to promote new and enhanced functionality. A successful candidate must be agile and able to support multiple priorities.
This is a highly collaborative and technical role focused on ensuring that our writers have the right support to check in, validate, and publish content that impacts millions of Salesforce customers.
Your Impact
Provide technical support for writer workflows and tools, helping identify and resolve issues with document check‑ins, publishing, and pre‑/post‑check‑in tests.
Investigate and troubleshoot Markdown and DITA XML violations, content pipeline failures, and other toolchain issues that block publishing.
Execute writer tooling processes (often via command line or automation scripts) to gather documentation data, run reports, and generate API change reports for writers.
Partner with technical writers to unblock publishing workflows and ensure documentation changes are accurately and efficiently delivered to Salesforce customers.
Maintain clear records of issues, resolutions, and improvements to support knowledge sharing and reduce recurring problems.
Collaborate with engineering teams to suggest improvements to tooling and automation that reduce manual work.
Required Skills
A related technical degree
6+ Years of service management experience
Experience with working with software product‑development team on feature enhancements
Understanding of standard processes of software‑deployment implementations, including design patterns, release management, deployment strategies, and testing
Understanding of ITIL Service Support concepts including Incident and Problem Management
Familiarity with SOX protocols, Change Management and Release Management principles and processes
Preferred Skills
Knowledge of structured authoring formats like DITA and Markdown
Experience with content pipelines and source control systems like Perforce and Git
Experience with database concepts and data modeling capabilities
Technical writing experience
Experience with sandbox and production deployments
Experience with python, HTML/XHTML, jQuery, Javascript, AJAX, SQL, SOAP, REST, JSON, Apex, SOQL, PLSQL
Demonstrable ability to handle overall business initiatives or several components of a large, sophisticated project
Direct experience in Agile and Scrum
Project‑management skills with ability to balance multiple projects/tasks across various user groups
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.
The typical base salary range for this position is $157,600 - $216,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $172,000 - $236,500 annually.
The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
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