{"id":2895041,"url":"https://alion.io/job/salesforce-technical-writer-critical-incident-communications","title":"Technical Writer, Critical Incident Communications","company":{"id":70,"name":"Salesforce","domain":"salesforce.com","url":"https://alion.io/company/salesforce","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":361,"ghost_share":0.019,"stale_share":0.673,"repost_share":0.042,"time_to_fill_p50_days":30,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Product","role_family":"Product","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19500,"max_usd":45000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentforce","optional":false},{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false}],"status":"closed","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-11-04T19:42:34Z","board_verified":false,"closed_at":"2026-11-04T19:42:34Z","days_open":22,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":22},"description":"To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.\nJob Category\nProgram & Project ManagementJob Details\nAbout Salesforce\nSalesforce 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.\nReady 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.\nThe Salesforce Critical Incident Center Communications Team seeks a Technical Writer with excellent communication and analytical skills to facilitate completion and delivery of customer facing documentation related to unplanned technical incidents.\nThe role is primarily focused on taking initial drafts of information provided by the Technology and Products division related to incidents and verifying sufficient information is available, then polishing the content and publishing the resulting documentation for customer consumption.\nAdditionally, follow-up efforts are required to ensure preventative actions listed in the documentation are completed and updated to final versions of the content.This role is for communicators with a solid understanding of the Salesforce technology and products, a passion for customer advocacy, outstanding communication skills, a high level of organization to enable multiple projects under way simultaneously and a focus on Salesforce’s key values of trust and transparency.Responsibilities:\nReview initial draft of RCA documentation provided by Technology and Products and review the content for thoroughness and ease of understanding.\nUnderstand complex technical issues and concepts related to critical incidents and translate them into “business-speak” for customer consumption.\nAssess 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.\nLiaise 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.\nPolish 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.\nMaintain 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.\nTrack 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.\nRequirements:\n4-8 years of experience in areas of incident management or technical writing\nOutstanding writing, editing, and verbal communications skills\nUnderstanding and experience in cloud infrastructure and platforms, such as AWS and GCP\nAbility to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, networks, and customer relationship management principles\nComfortable working in a fast-paced environment, in sometimes high-pressure, or stressful situations, while successfully balancing multiple priorities\nAbility to synthesize technical and non-technical details from different teams and determine which information is most relevant for different audiences\nExcruciating attention to detail, a commitment to quality, and dogged perseverance to meet deadlines\nAbility to work in a self-paced environment, strictly adhering to deadlines\nBachelor’s degree in Communications, Marketing, or other related area\nDesired Experience and Skills:\nExperience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications are a plus\nExperience crafting customer-facing communications\nProject/program and change management skills\nUnleash Your Potential\nWhen you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando 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.\nAccommodations\nIf you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.\nPlease note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.\nPosting Statement\nSalesforce 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.","description_format":"text","description_chars":6648,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Polish","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketing Automation","AI Agents","Team Communication & Collaboration","Customer Support & Help Desk Software"],"lifecycle":[{"event":"open","at":"2026-10-20T04:17:10Z"},{"event":"close","at":"2026-11-04T19:42:34Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/salesforce-technical-writer-critical-incident-communications","json_url":"https://alion.io/job/salesforce-technical-writer-critical-incident-communications.json","meta":{"generated_at":"2026-11-05T02:37:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3327,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":70},"rest":"https://alion.io/mcp/rest/get_company?id=70"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsalesforce-technical-writer-critical-incident-communications"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsalesforce-technical-writer-critical-incident-communications"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsalesforce-technical-writer-critical-incident-communications"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/salesforce-technical-writer-critical-incident-communications\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsalesforce-technical-writer-critical-incident-communications"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2895041}},{"tool":"search_jobs","arguments":{"company":"salesforce.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2895041},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}