Training & Support Operations Administrator

Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.

The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.

Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

The Role

We are looking for a highly organized Training & Support Administrator to serve as the backbone of our customer success engine. In this role, you will bridge the gap between our educational offerings and our technical support, ensuring that our learners have a seamless experience and our systems run like clockwork.

Your mission is to handle the essential "behind-the-scenes" mechanics—from managing student enrollments to maintaining the technical environments where learning happens.

Key Responsibilities

• Platform Administration: Act as the primary administrator for Docebo (LMS) and Zendesk, ensuring user permissions, ticketing workflows, and system settings are optimized.

• Enrolment & Lifecycle Management: Manage the end-to-end enrollment process for all training courses, ensuring users are granted access promptly and accurately.

• Technical Environment Maintenance: Manage training "tenants" and lab environments via AWS and CloudShare. This includes the critical task of resetting and decommissioning tenants immediately after classes conclude to maintain system hygiene and cost-control.

• Knowledge Base Stewardship: Regularly review and audit internal and external Knowledge Base articles for accuracy, formatting, and relevance, working closely with subject matter experts to fill content gaps.

• Workflow Support: Assist the broader Training and Support teams with daily administrative troubleshooting, ensuring no "logjams" occur in the user journey.

• Infrastructure Efficiency: Ensure training environments in CloudShare/AWS are strictly decommissioned post-class to prevent unnecessary cloud spend and maintain environment "cleanness."

What You Bring

• Attention to Detail: You’re the type of person who notices a broken link or an expired user permission before anyone else does.

• Process-Oriented: You enjoy creating checklists and finding ways to make repetitive tasks (like tenant resets) faster and more reliable.

• Communication: Ability to collaborate effectively with both the technical support team and the education/training team.
  

Nice-to-Haves (Preferred Skills)

While not strictly required, experience in the following will help you hit the ground running:

• The Tech Stack: Hands-on experience with Docebo and Zendesk is preferred. Familiarity with cloud-based environments like AWS, Google Cloud, Cloudshare and Heropa is a significant advantage.

• Web Basics (HTML/CSS): Ability to perform basic styling and formatting within Zendesk Help Center or Docebo pages to keep our branding consistent.

• Data & Reporting: Experience exporting data from LMS or Support tools to create basic reports on enrollment trends or ticket volumes.

• Automation Tools: Familiarity with tools like Zapier or Zendesk "Macros" and "Triggers" to automate repetitive administrative tasks.

• Customer Service Background: Previous experience in a customer-facing role, which helps in reviewing Knowledge Base articles through the "lens of the user."

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Why Menlo?

Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security’s policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.