Job Description

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 (\xe2\x80\x9c \xe2\x80\x9d), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

About the Role

The Services team consults with customers to properly architect, deploy, and configure their Menlo solution to optimize value along the entire customer journey. You will function as a senior technical individual contributor, providing strategic and tactical guidance both onsite and remotely. You will work with key stakeholders (both internally and externally) to review business and operation challenges and serve as the Menlo subject matter expert providing technical direction to overcome those challenges to optimize the customer experience along the way. You are responsible for providing advanced technical knowledge which allows customers to drive maximized value out of the Menlo solutions which you are implementing. You will also contribute to the development of new features within our products, work on complex technical problems, and provide solutions which are highly innovative.

This is a very technical, consultative, hands-on role and you will be required to develop and maintain an expertise on Menlo Security products and the integrated platforms deployed within our customers\' networks.

Through a personal and proactive approach, you should be passionate about providing a great customer experience, providing product feedback in a constructive way, partner with our sales teams to drive continuous value from our solutions, and share customer sentiment and feedback which builds rapport and relationships.

Responsibilities

Travel (25-50%) to customer sites installing and deploying Menlo Security solutions as well as building strong relationships with our customers

Interact with the Menlo Security Support team to troubleshoot and diagnose support cases. Own escalations and ensure they get the attention they deserve from all parties.

Ensure client needs are exceeded and deliverables are produced on time according to customer expectations.

Act as a technical resource for all of our post sales teams

Continuously look for opportunities to improve our product and processes. Specifically look for ways to improve time to value for our customer base.

Manage internal and external expectations. Engage with customers in a meaningful way to drive long term sustained value in our account base.

Document and template necessary documentation packages for customers as defined

Look for opportunities to increase customer efficiencies (including by not limited to scripts and automation)

Be dynamic. You should be seen as a trusted advisor to the customer and a technical account manager internally\xe2\x80\xa6owning the current \xe2\x80\x9cstate\xe2\x80\x9d of your assigned customer at any given moment.

Provide solutions to complex challenges in customer environments and execute/document said solutions

Demonstrate the robustness and the value of the Menlo solution and our core values

Coordinate regular meetings with the customer and internal stakeholders to delivery new roadmaps, technologies and best practices with the customer.

Articulate and implement best practices relative to industry standards - at times being a consultant to the customer to inform them of the most efficient and effective ways to implement Menlo solutions

Other tasks and duties as needed to support the customer and/or business

Requirements

Excellent written and verbal communication skills in English, Mandarin is a bonus

Minimum 3 years\' experience with Public Cloud Platforms Architecture and Deployment (AWS and GCP)

Minimum of 2 years\' experience in building/integrating security solutions in large environments

Minimum 5 years\' customer facing experience with Account Management, Escalation Management and/or Case Management

Experience with Hypervisors (in order of preference): VMware(ESX) and KVM.

Minimum 3 years\' working knowledge of authentication systems such as LDAP, SSO, Azure AD and MS Active Directory

Minimum 8 years\' experience with TCP/IP, Proxy, SSL, IPSec, HTTP/HTTPS, DNS, SMTP protocols and Linux(Ubuntu Server)

Hands-on knowledge with network troubleshooting using tools such as Wireshark, tcpdump, Traceroute, and MTR

Versatile with using various operating systems including Windows, Mac, and GNU/Linux

Scripting experience - Python and Bash are preferred

Demonstrated project leadership and/or project management skill is preferred

Ability to effectively juggle and manage many different tasks simultaneously

BS/BA or relevant experience preferred

AWS Certified Solution Architect Professional, AWS Advanced Certified Networking Specialty, MCSE Cloud Platforms, VMWare VCAP6-NV is preferred

MSGL-I4

#LI-Remote

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.

Menlo Security