Technical communication

Developer documentation for Mosaic, Transmit Security’s customer identity and access management (CIAM) platform, published on the public developer portal.

• Own the developer portal as a product: information architecture, navigation, redirects, site configuration, and custom components. Restructure documentation to follow product redesigns, such as the move to an application/client model with use-case-driven implementation paths.
• Write and maintain guides, how-to procedures, and reference for identity orchestration (journeys), user and application management, SSO and federation, B2B identity, passkeys/WebAuthn, identity verification, and automated workflows.
• Document Mosaic Fraud Prevention, covering integration quick starts for web, mobile, and CDN/edge platforms, risk recommendations, rules, the feedback loop, and API security.
• Document Agent Intelligence, a new capability for monitoring AI agent activity in customer-facing applications, from launch: product overview, traffic and session analysis, and integrations through SDK, Akamai, Cloudflare, and Google Tag Manager.
• Maintain API reference (OpenAPI) and SDK reference for web and mobile.
• Work docs-as-code: Markdown, YAML, Redocly, Git/GitHub, pull request review.
• Turn product specs, Figma prototypes, and Jira tickets into documentation, and work with PMs and R&D to clarify product behavior and terminology before release.
• Enforce templates, terminology, and style consistency across the portal, and flag UI microcopy issues to product.
• Design and maintain AI-assisted documentation tooling (Claude skills and automations) for writing to the style guide, reviewing pull requests, analyzing product code, and tracking which features need documentation before each release.

The challenge: staying genuinely helpful without ever being obvious, explaining Alfred’s concepts to an international audience aged 25 to 65. I leaned on strict information mapping, a deliberately shallow structure, and disambiguation hubs with clear cards — keeping terminology identical to the UI across every translation.

Standing up functional and backend API documentation from scratch, in fast Agile cycles, for an audience that’s half product, half engineering. The hard part: pulling scattered knowledge across Confluence, Backstage, Postman and Swagger into one coherent, searchable voice.

Jumping from one client and project to the next — industrial automation, printing machinery, finance — each with its own jargon, tools and reader. I used information mapping and plain language to make dense, regulated material usable, and published multi-output in MadCap Flare.

In healthcare admin and finance software, accuracy is compliance — a wrong step in a guide has real consequences. I owned the information architecture, kept docs in lockstep with a fast-moving product, and worked with UX to rewrite the interface text itself.

Sitting between support, product and R&D — turning real customer friction into clear help content and roadmap input. I produced bilingual (EN↔FR) Help Center articles and release comms built to cut tickets, not just describe features.

Carrying meaning, terminology and cultural accuracy intact across EN/FR → IT, from books to technical texts. It’s where I learned the precision and register discipline that underpins all my technical writing today.