Technical Writing Production Support Engineer

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Job Category

Software Engineering

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.

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

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For Washington-based roles, the base salary hiring range for this position is $157,600 to $216,700.

For California-based roles, the base salary hiring range for this position is $172,000 to $236,500.