Training & Support Operations Administrator

Job description

Menlo Security is the leader in Browser Security for human and agentic workforces. Our mission is to enable humans and agents to connect, communicate, and collaborate securely, without compromise. The Menlo Browser Security Platform protects organizations from cyberattacks by stopping threats across the web, documents, and email before they reach the user. With Menlo Agent Runtime Security (MARS), that protection now extends to the AI agents working alongside every employee. Menlo Security is trusted by major global businesses, including Fortune 500 companies and government agencies, to protect their most valuable asset, their data, and is backed by top-tier investors. 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." MSGL-I4 Follow us on LinkedIn https://www.linkedin.com/company/menlo-security/! Why Menlo? At Menlo, we don't settle for the status quo — in our technology or our culture. How we think and act is just as important as what we build. Our culture is defined by five core mindsets: Proactive Leadership, Straight Talk, United Impact, Elevated Talent, and Customer-Compelled. We take ownership and drive outcomes without waiting to be told. We communicate directly and seek hard truths. We break down silos and win together. We hold a high bar for ourselves and the people around us. And we treat every customer interaction as mission-critical. If you're someone who sees it, owns it, solves it, and does it — you'll thrive here. 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.