Customer Solutions Engineer - Duo Security

  • Location:
    San Francisco, California, US
  • Alternate Location
    San Jose, California, US
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Internet of Everything, Security
  • Job Id
    1316355

Duo Security, now a part of Cisco, is the leading provider of Trusted Access security and multi-factor authentication delivered through the cloud.

Duo’s mission is to make security simple for everyone. We were born from a hacker ethos and a desire to make the Internet a secure place. We believe in empowering people to follow their passions inside and outside of the office and enable every employee to bring their whole self to work.

Our team is our secret weapon. We run the spectrum from artists to analysts, low-key to high energy, and bring together a diversity of skill sets, experiences, and perspectives to solve what we consider to be the world's most pressing geopolitical challenge — transforming the security industry as we know it. Together we build solutions that are easy, effective, trustworthy, and enduring. And that’s why we are the most loved and trusted company in security.

What you’ll do…

As a Customer Solutions Engineer, you will partner with our Customer Success Managers to drive time-to-value for Duo’s customers, specifically by leading technical onboarding engagements. You will translate business objectives and requirements into specific recommended configurations, and resolve potential deployment blockers.

Your responsibilities will include:

  • Effectively manage customer expectations by establishing a trusted advisor relationship that builds and maintains technical credibility.

  • Develop technical proficiency with both Duo products and supported technical integrations with third-party applications. Author technical notes and training material to share your knowledge. Conduct virtual and onsite project meetings and business reviews.

  • Cultivate successful working relationships across internal Duo Security teams. Influence the product roadmap by advocating for customer feature requests with Engineering and Product Management.

  • Consistently grow your knowledge of the broader security landscape and expertly position Duo and handle objections related to competitive solutions.

Skills you have…

  • You're skilled in general technical concepts like networking (ports and protocols), system administration (Windows or Unix), authentication workflows, and general troubleshooting methodologies. You’re like a sponge - you soak up knowledge, and, more importantly, you enjoy sharing that knowledge by contributing to team knowledge-gathering objectives and projects.

  • You intuitively understand how to map business requirements to product features, and manage your time and workload by anticipating customer requests and escalations - ultimately leading your customers to successful business outcomes. Prior roles with direct technical customer interaction, such as Implementation Services, Solutions Engineering, or Technical Support provide a strong foundation for success!

  • You’re a polished and poised presenter who can clearly explain technical concepts to different audience segments. You love to build close-knit, positive relationships with both teammates and customers, and are skilled at using those relationships to drive projects forward and gain consensus from key stakeholders.

  • You understand the importance of using internal tooling and your meticulous eye for detail, to document important information about multiple customer projects. You not only identify process improvement opportunities but you’re always willing to join in brainstorming solutions to learn and build the team and the product.

  • You treat feedback as a gift - not only do you provide thoughtful, constructive feedback, but you welcome feedback from others, and approach sensitive situations with emotional intelligence and empathy.

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.

If this sounds like your dream role, we encourage you to apply as we are equally excited to meet you - even if you don’t meet 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer.

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