Customer Education Specialist - Duo Security
Location:Ann Arbor, Michigan, US
Alternate LocationAnywhere in the United States of America
Area of InterestCustomer Experience
Duo is looking for a Customer Education Specialist to help us help our customers. If you are the sort of person who wants to enable customers to get the most of our products and features, then we need your help crafting and editing content for Level Up, our public-facing learning management system (LMS).
As a member of our Global Knowledge & Communities team, you will partner with a variety of internal and customer-facing teams to curate, develop, and promote learning pathways for our customers. Your primary responsibility will be to build new and updated content for Level Up and help lead and improve the platform in partnership with other education specialists on the team.
What you’ll do…
As a Customer Education Specialist, you will
Demonstrate your instructional design skills to create compelling content on a wide variety of technical topics
Work with our product development teams to understand what new features are coming and build new training modules
Improve and refine our LMS by directly modifying our lesson templates and learning paths
Gather and report on usage metrics and other data
Analyze feature utilization trends to optimize existing content and identify content gaps
Review and improve a wide variety of content including video scripts, technical email drafts, knowledge base articles, and much more
Skills you have…
An understanding of how to manage an LMS platform and an interest in educating people
Comfort asking questions about technical concepts you are unfamiliar with and creating customer-facing e-learning content about them
Experience with creating and modifying engaging written and video content that promotes customer product adoption and self-sufficiency
Strong understanding of grammar, formatting, and tone
Bonus points for customer success/support experience, previous experience managing Skilljar, or HTML5 skills
3 reasons why you should apply…
You want to learn more about Duo as a product and the security space, and you are excited to share that knowledge with the world
You have a passion for helping customers avoid support issues and improve time-to-value when deploying and feature utilization
You work best within an empathetic team that is passionate about a common goal
Duo Security, now part of Cisco, is the leading multi-factor authentication (MFA) and secure access provider.
Duo + Cisco = Disco
With the Most Loved Company in Security and the global leader in network technology joining forces, there are more exciting opportunities than ever to be at the forefront of securing the cloud.
Our mission is simple: democratize security by making it easy and effective for everyone. We’re transforming security from the ground up by solving the world’s most pressing geopolitical challenge — safe, secure information access. We engineer our business to enable our customers to easily address their ever-evolving security challenges.
We believe that impactful work is rewarding work and that our team is at its best when everyone feels empowered to bring their whole self to work. We learn together by hiring for cultural contribution, not cultural fit, and recognize that diversity in background and thought are essential to building high-impact teams.
We invest in growth and learning opportunities and encourage our people to never stop learning. We foster collaboration and believe in being recognized (and rewarded!) for hard work. We champion a healthy work-life balance. We’re kinder than necessary.
Together we build for the future by designing simple solutions for complex problems. And that’s why we’re the most loved and trusted name in security.
Duo is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Duo’s achievement as well. In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran’s status, religion, disability, sexual orientation and beliefs.
And if this role is exciting to you, we encourage you to apply even if you don’t meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer.
Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.