Senior Technical Writer

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Role Overview

We are seeking an experienced and detail-oriented Senior Technical Writer to join our team. The successful candidate will be responsible for creating, updating, and maintaining high-quality documentation for our products and services. You will collaborate closely with engineers, product managers, and other stakeholders to ensure our documentation is clear, accurate, and user-friendly. Your expertise will help our users, including developers and end-users, effectively understand and utilize our products.

This team aims to serve our customers in multiple ways, ranging from supporting product-led growth motions to increasing efficiencies on internal customer success teams. You will be responsible for enabling seamless self-service integration.

Responsibilities

Documentation Development:

• Create, update, and maintain comprehensive documentation, including user guides, technical manuals, API documentation, and release notes.
• Ensure documentation is accurate, clear, and accessible to the target audience.

Collaboration:

• Work closely with cross-functional teams, including engineering, product management, and customer support, to gather information and understand product functionality.
• Participate in development meetings to stay informed about upcoming features and changes.

Content Creation:

• Develop tutorials, how-to guides, FAQs, and other instructional materials to assist users in effectively using our products.
• Create and consult on visual aids such as diagrams, screenshots, and videos to enhance understanding.

Review and Editing:

• Review and edit documentation created by other team members to ensure consistency and adherence to company standards.
• Implement feedback from internal reviews and user feedback to continually improve documentation quality.

Documentation Standards and Best Practices:

• Establish and maintain documentation standards, guidelines, and best practices.
• Ensure consistency in terminology, style, and formatting across all documentation.

User-Centered Writing:

• Write documentation with a focus on the needs and perspectives of the end-user.
• Gather feedback from users to improve documentation usability and effectiveness.

Version Control and Management:

• Maintain version control of documentation to ensure users can access documentation for different product versions.
• Track changes and updates to products and ensure corresponding documentation is updated promptly.

Qualifications

• 4+ years of Technical Writer experience, with a focus on digital wallet solutions, identity verification, or related technologies in B2B2C contexts.
• Strong technical background and ability to work closely with engineering teams.
• Excellent communication, collaboration, and interpersonal skills, with experie
• Understanding of software development processes and methodologies.
• Familiarity with APIs, programming languages, and related technologies.
• Proficiency with documentation tools such as Markdown, Confluence, and Git.
• Experience with API documentation platforms like Swagger, Postman, or Apiary is a plus.
• Familiarity with Agile/Scrum development methodologies.
• Familiarity with user experience (UX) principles as they relate to documentation.

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.