Staff Software Engineer - Member Support Applications Team

Company OverviewID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. 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. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit .ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings.At ID.me, we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here.Role Overview:We are seeking a Staff Software Engineer for the ID.me Member Support Applications Team to lead the evolution of our custom in-house web applications. This team drives our Call Centers and Supervised Identity Verification flows—the "front door" of the premier digital wallet.In this role, you won't just be maintaining legacy systems; you will champion an AI-native engineering culture. We leverage Claude and the Model Context Protocol (MCP) to supercharge our development lifecycle, while architecting production-grade solutions on Google Vertex AI to build agents that automate complex, manual call center functions, streamlining how our members interact with identity verification. You will oversee the intersection of Ruby on Rails, GoLang, and cutting-edge LLM orchestration to build a best-in-class, secure, and AI-augmented authentication experience.Key Responsibilities:AI Orchestration & Agent Design: Lead the technical vision for integrating LLMs (specifically Claude) into our internal member support applications. Design and deploy autonomous agents that automate manual call center workflows.Product Evolution: Lead the technical vision for member support-facing verification UI flows, ensuring AI-assisted tools are seamlessly integrated into the agent and member experience.Shared Infrastructure: Develop shared UI components and API patterns that support scalable, multi-product verification workflows and AI-driven automation.System Integrity: Ensure all AI-driven automations comply with strict IAM, security, and data protection standards.Mentorship & Excellence: Mentor engineers on prompt engineering, agentic workflows, and modern full-stack best practices (Rails/Go/React).Instrumentation: Lead experimentation efforts, including A/B testing AI agent performance versus manual flows and detecting fraud through UX signals.Required Qualifications:Bachelor’s degree in Computer Science or a related field.10+ years of experience in full-stack engineering, with a proven track record of scaling customer-facing applications.1+ years of hands-on experience with LLM integration (Claude/OpenAI) and building agentic workflows. Familiarity with MCP (Model Context Protocol) or similar architectural patterns for connecting LLMs to data.5+ years of experience in Ruby on Rails, GoLang, and React/TypeScript.Preferred Qualifications:Architecture: Strong understanding of component-driven design, state management, and building secure backends with PostgreSQL.Leadership: Proven ability to influence cross-functional stakeholders and set technical direction in fast-paced environments.Automated Support Systems: Experience building or maintaining "Human-in-the-loop" AI systems within a call center or support environment.Identity & Security: Deep understanding of identity verification, regulatory frameworks (NIST, IAL2), or IAM digital security.Scalable Tooling: Familiarity with design systems, shared component libraries, and modular SDK design.Data Transformation: Experience with data pipeline tools for feature flags, transformation, and secure transmission.Why Join ID.me?At ID.me, we are dedicated to safeguarding online identities, and we firmly believe that our collective efforts will drive positive change worldwide. Working together in an office setting cultivates our vibrant culture, enabling professional advancement, mentorship, collaboration, innovative strides, and authentic connections. This role requires on-site presence 5 days per week, based in our office in McLean, VA.The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.Pay Range$183,367—$214,500 USDID.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.