Senior Specialist, Critical Incident Communications

Salesforce

. Translate complex technical issues and concepts during critical incidents into business language .

Posted 10/8/2026full-timeAtlanta • Illinois • United StatesSenior💰 $94,000 - $142,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and crisis communications, with a strong ability to translate technical concepts for diverse audiences. Proficient in developing strategies for customer success and creating effective customer-facing communications.

Highest-signal resume keywords

Incident ManagementCrisis CommunicationsTechnical WritingCloud InfrastructureSalesforce Platforms

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ManagementCrisis CommunicationsTechnical WritingCloud InfrastructureDatabase ArchitectureSecurityNetworksCustomer Relationship ManagementProject ManagementChange Management

Soft Skills

Exceptional WritingVerbal CommunicationAnalytical SkillsProblem-SolvingAttention to DetailCollaboration

Tools & Technologies

AWSGCPSalesforce

Certifications & Qualifications

Salesforce CertificationsTrailhead Ranger Status

Industry Keywords

24/7 Operations EnvironmentCustomer-Facing CommunicationsCrisis ManagementOn-Call Schedule

Tech Stack

Tools & technologies

AWSCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Translate complex technical issues and concepts during critical incidents into business language
Consolidate information from engineering and support teams
Write timely, accurate updates for customers, executives, and customer-facing teams
Collaborate across the Salesforce enterprise to build partnerships and business alignment
Help develop strategies and action plans that enable customer success
Ensure incident response readiness through training, simulations, tests, and drills
Participate in an occasional on-call rotation for crisis communications
Develop customer-facing materials for unplanned incidents and events affecting Salesforce service usage

Requirements

What you’ll need

4-8 years of experience in areas of incident management, crisis communications, or technical writing
Exceptional writing, editing, and verbal communication skills
Excellent analytical and problem-solving 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 database architecture, security, networks, and customer relationship management principles
Comfortable working in a fast-paced environment, including high-pressure or stressful situations, while handling multiple priorities
Ability to synthesize technical and non-technical details from different teams and determine relevant information for different audiences
Experience working with customers, executives, and customer-facing teams, with ability to lead without direct authority
Excruciating attention to detail, commitment to quality, and perseverance to meet deadlines
Collaborative team-player approach
Accommodation of an on-call schedule for technology crisis communications, including some weekend and holiday on-call work
Experience with Salesforce platforms preferred
Trailhead Ranger status and Salesforce certifications are a plus
Prior experience in a 24/7/365 operations environment is a benefit
Experience creating customer-facing communications preferred
Project/program and change management skill preferred

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Incentive compensation, where applicable
Equity, where applicable
Reasonable accommodation during the application or recruiting process