Technical Writer

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.

About the Role

Menlo Security is seeking a Training and Knowledge Specialist to create and deliver top-notch technical content. This isn't your typical technical writing job; you'll be deeply involved in all aspects of our technical content, both internally and externally. This includes providing training to a global audience, whether in person or remotely.

In this role, you'll partner with the Senior Manager of Training & Knowledge within our Support team. Your main goal will be to design, improve, and enhance our Knowledge Base, e-Learning material and Technical Training material. You'll work closely with Subject Matter Experts, Engineers, and Product Managers to gather the most current information and transform it into high-quality articles, e-Learning videos, and training materials.

You'll also be responsible for developing and executing targeted programs to boost product adoption and user engagement. You'll take full ownership of our self-service support content, ensuring our customers have a smooth and successful experience when using the Knowledge Base and Training Academy

Responsibilities

• Update, maintain and teach the external and internal Training courses.

• Develop new material as new features are released in the product.

• 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.

• Create short, modularised learning sessions using video editing software.

• 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

• Contribute to the building of the Internal Training Program for all roles in Menlo Security.

• Manage the LMS and user enrollments.

Qualifications

• Excellent spoken and written English Skills.

• Interest in Security technology and a flair for communicating the technical message to different audiences.

• Knowledge Centred Support Methodology (KCS)

• 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.

• Technical knowledge of the following: Networking, Cloud deployments and Administration, Developer Tools, SSO, SIEM, Proxy Chaining, Firewalls, Windows, Web Technologies, including HTML, CSS, Web Browsers, Web APIs

• Able to master new technical skills quickly.

• Familiarity with JIRA, Zendesk, Docebo, Salesforce

• Working knowledge of a Technical Support organisation.

• Experience and some artistic flair for creating educational videos and tutorials using Camtasia or other video publishing software.

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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.