Technical Customer Support Jobs in Columbia, MD

Job Description

Enlighten is looking for a multi-faceted Technical Writer with top-notch writing and editing skills who can shape and effectively present technical information. The ideal candidate will have a sufficient IT background to follow a technical conversation and to translate complex technical concepts and solutions into multiple types of documents tailored to a variety of audiences. The position requires experience writing, reviewing, and revising various technical documentation, including but not limited to reports, manuals, briefings, presentations, policies, processes, technical architectures, and information papers. The candidate must also be comfortable working independently on multiple assignments in a fast-paced environment.

#LI-DW2 #Mid-Senior Level

Essential Job Responsibilities

• Software Documentation: Develop, write, and update technical documentation for internal and external audiences, including user guides, API documentation, integration manuals, and system architecture descriptions, utilizing information gathered from software development systems (e.g., Jira, Confluence, version control systems).
• Testing and Quality Assurance Documentation: Collaborate with QA and development teams to document test plans, test cases, and test results, ensuring clarity and traceability of system requirements and verification activities.
• Security Documentation: Draft, review, and maintain System Security Plans (SSPs), Standard Operating Procedures (SOPs), and other compliance-related documentation in accordance with relevant security frameworks and organizational policies.
• Content Management: Edit, standardize, and proofread content for clarity, consistency, grammar, and technical accuracy across all documentation channels.
• Visual Content: Collaborate with the graphics team on original product design while also capturing, editing, and integrating screenshots, diagrams, and other visual aids into documentation to improve user comprehension and usability.
• Editorial Writing: Contribute to corporate communications and knowledge sharing through occasional editorial and/or persuasive, audience-focused content for marketing collateral, such as blog posts, internal newsletters, commercial copy, video scripts, or web content.
• Meeting Minutes and Records: Accurately record and distribute meeting minutes for critical development, security, and project planning meetings, tracking action items and decisions.
• Stakeholder Collaboration: Interview subject matter experts (SMEs), developers, and product managers to gather necessary information for documentation.
• Other duties as assigned.

Minimum Qualifications

• Clearance Requirement: Must obtain and maintain a U.S. Government Security Clearance, but not required on day one; U.S. Citizenship required.
• 6 years relevant experience with Bachelors in related field; 4 years relevant experience with Master; or High School Diploma or equivalent and 10 years relevant experience. Ability to translate complex technical concepts and solutions into multiple types of documents tailored to a variety of audiences.
• Experience working with software development teams.
• Proven experience as a Technical Writer, preferably within a software development or technology environment.
• Demonstrable experience working with and extracting information from software development systems (e.g., source code repositories, ticketing systems like Jira, knowledge bases like Confluence).
• Expertise in developing and writing formal technical documentation, including experience working with and documenting test plans and system security plans (SSPs).
• Proficiency in capturing and editing screenshots and other graphics for documentation.
• Excellent written and verbal communication skills, with a strong emphasis on grammar, style, and organization.
• Experience in editorial writing (e.g., articles, blogs, internal announcements) is a plus.
• Proven ability to accurately take and format meeting minutes for technical and project-related discussions.
• Proficiency with common documentation tools (e.g., Markdown, HTML/CSS, Microsoft Office Suite, Adobe Acrobat).
• Familiarity with documentation standards/best practices and Agile development methodologies (Scrum).
• Experience with version control systems (e.g., Git).
• Demonstrated proficiency with AI writing assistance and content generation tools (e.g., ChatGPT, Grammarly AI, Gemini or industry-specific AI documentation platforms).
• Must be able to work in a hybrid environment, spending an average of 1 day per week at our Columbia, MD office. Flexibility is essential to adapt to schedule changes as needed.

Preferred Requirements

• Cybersecurity domain experience in a technical writing role.