menlosecurity - Training & Support Operations Administrator

APAC - India+ Equity1w ago

In Office APAC Cloud Computing Education Administrator Reporting Zendesk AWS Base

Requirements

• 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. • 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."

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."

Benefits

• 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.