Mersedeh
Jorjani

I'm a Principal Technical Writer at Salesforce. Above all else, I'm a fixer. Product nobody can explain? Tangled help set nobody has touched in years? That's my jam. I find the contour of the problem, build the content strategy, and deliver work that actually unblocks people.

My approach is a bit unusual. I trace things back: the decisions that were made, the patterns that formed, the history that explains why something is the way it is today. Context is where I find answers, and where I spot connections between things that look unrelated. Those unexpected links often lead to solutions that aren't obvious. Once I find a direction, I'm not satisfied with functional. I want to find what's already working and make it exceptional.

I do my best work when I'm genuinely invested in the people I'm working with, which means I form deep partnerships with engineers, PMs, and designers rather than just collecting requirements. That trust is where the best work comes from.

Now, the power of AI is just another arrow in my quiver. I've built workflows that automate the slow parts of documentation (generating tracked-change PDFs from ditamaps, producing redirect tables for large refactors, batch-processing images) and I've codified design frameworks into reusable AI skills that teams can use to systematically review content quality. I see AI as leverage, not a shortcut. It's a way to multiply impact by building tools others can use, not just solving one-off problems.

The proof is in the durability. My online learning has racked up 580,000+ completions. My videos have amassed 80,000+ views. And work I did five years ago is still finding new audiences today, including the award-winning Who Sees What in Experience Cloud series, which keeps pulling in 800+ views per month. Documentation that ages well is like fine wine. That's worth writing about.

When I'm not writing about technology, I write about the third-culture experience at third-culture.org.