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About Menlo
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 250 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.
About the Role
Menlo Security promises to deliver world-class documentation and training. This isn’t a traditional technical writer role, you will be involved in all aspects of documentation and training both internally and externally.
You will work with the Senior Manager, Training & Knowledge in the Customer Success team to design, improve and enhance the Knowledge Base. You will be collaborating with Subject Matter Experts, Engineering and Product Managers to obtain the most up-to-date details about the product and convert this information into first class articles, documentation and training material.
In this role, you’ll be responsible for developing and executing targeted programs to drive further adoption and engagement. You will also improve and own the self-serve support content, ensuring our customers have a seamless and successful experience when using the knowledge base.
Responsibilities
Assist with the redesign of the Knowledge Base (KB)
Contribute to the building of the Internal Training Program for all roles in the Customer Success team.
Update and maintain the External Training course.
Using analytical tools perform Root Cause Analysis to ascertain where there are knowledge gaps.
Create technical content using the Menlo writing standards.
Promote the usage of the KB internally and externally.
Teach the occasional training course.
Create short modularised learning sessions.
Build Software Environments for the training labs.
Collaborate with Software Engineers, Product Managers and Support Engineers to develop white papers, documentation guides, client-facing user guides and technical articles.
Develop all documentation & information, this includes maintaining the knowledge base structure, formatting, and integrity.
Drive knowledge sharing and best practices within the team.
Build training videos and online certification program
Qualifications
Knowledge Centred Support Methodology (KCS)
Excellent spoken and written English Skills.
Interest in Security technology and a flair for communicating the technical message to different audiences.
Excellent command of grammar and punctuation
Presentation skills.
Ability to work to deadlines.
Able to understand complex technical concepts and present comprehensive, concise, detailed information.
Some Technical knowledge of the following: Networking, Cloud deployments and Administration, HTML, Developer Tools, SSO, SIEM, Proxy Chaining, Firewalls
Able to master new technical skills quickly.
Familiarity with JIRA, Zendesk, LMS software.
Working knowledge of a Technical Support organisation.
Experience creating educational videos and tutorials using Camtasia or other video publishing software
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.
