Technical Enablement & Documentation Lead (Serbia)

About the role

Flosum, a Salesforce DevOps, data backup and security platform, is hiring a Technical Enablement & Documentation Lead in Serbia. The role owns the end-to-end knowledge experience, from product documentation across DevOps, Data Backup, Security and Compliance to the launch of the Flosum Certification Program. It acts as a bridge between Product, Support, Sales Engineering and Customers.

Key responsibilities

• Maintain and improve product documentation across DevOps, Data Backup & Recovery, Security and Compliance modules.
• Build and launch the certification program, including learning paths, exam blueprints, hands-on labs and badge tiers (Admin, Developer, Architect).
• Analyse support cases, demo requests and prospect inquiries to find documentation gaps and update content proactively.
• Partner with Support to turn recurring tickets into self-service knowledge base articles.
• Work with Product and Engineering to document new releases, features and APIs, and with Sales Engineering to reflect demo questions in guides and FAQs.
• Set documentation standards, style guides and review workflows, and track performance metrics such as views, search queries, deflection rates and certification pass rates.

Required profile

• 5+ years in technical writing, developer enablement or technical training, ideally in the Salesforce ecosystem.
• Proven track record building or contributing to a certification or learning program.
• Excellent writing skills and strong analytical skills, able to mine Zendesk/Salesforce Service Cloud cases and CRM data.
• Preferred: Salesforce Administrator or Platform Developer certification, prior experience at a Salesforce ISV or DevOps tooling company, or a background in instructional design and video-based learning.

Required skills

• Hands-on familiarity with Salesforce DevOps concepts (version control, CI/CD, sandbox management, deployments) and data backup/recovery principles.
• Experience with documentation platforms such as Document360, Zendesk Guide, Readme, GitBook or similar.