Technical Support Engineer - Duo Security
Location:Ann Arbor, Michigan, US
Area of InterestCustomer Experience
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…
You’ll be the face of support—and are key to our customer success and happiness. You will ensure that issues are received, recorded and repaired or escalated in a rapid, efficient manner.
Along with your technical skills, you will work with various teammates at Duo to create long-lasting relationships with our customers and deliver experiences unique to our industry. You’ll help make Duo better not just for our customers, but for Duo as a whole.
Act as a primary support contact to identify, troubleshoot and resolve technical issues
Facilitate customer communication via phone, chat and email
Answer technical questions, then verify & resolve technical problems
Create transformational customer service experiences, creating more promoters and
champions of Duo
Record & maintain accurate, timely details of issues and activity in a request tracking
System Contribute to customer-facing and internal documentation used for self-support
Help develop recommendations for product improvement based on support issues and customer feedback
Skills you have…
2-3 years experience in a customer-facing product support role
Fundamental or methodical problem solver
Strong network troubleshooting background
Understanding of principle web technologies [DNS, HTTP(s), etc.]
Windows OS administration experience [Active Directory]
Cross-platform OS knowledge [Linux, Mac OS X, Windows]
Cross-platform mobile device knowledge [iOS/Android/Windows Phone]
Proactive, energetic, concise, patient and customer-centric
Loves to translate “customer-speak” to “developer-speak” and vice-versa
Follows through. Takes the initiative to own issues until resolution
Unquenchable thirst for constant learning
Documents & shares knowledge to improve team performance and customer self-service
Multi-tasks and handles stress with ease, without getting flustered
Knows when to escalate an issue or ask for help
Welcomes & adapts to change in a swiftly paced workplace
Nice to Have’s...
Bachelor’s Degree [Computer Science, Information Systems or related]
Network security or information assurance background
Experience supporting a high-availability SaaS environment
Familiar with enterprise-level technologies [Cisco, Citrix, Juniper, VMware, etc.]
Previous experience with customer support or helpdesk issue tracking tools
Basic scripting skills [BASH, Python, etc.]
Back-end web development experience/troubleshooting is a plus
Certifications are cool, too!
Experience in retail or similar customer-facing roles
Reasons why you should apply…
You care about contributing to an amazing work culture and environment
You are comfortable with the rapid, unpredictable nature of a tech startup
You prefer trying and failing to getting it perfect the first time
You are passionate about service & creating long-term customer relationships
You have impeccable communication - both verbal and written
This job may not be for you if…
Working for a company in hyper-growth, where change is a constant, isn’t something
you are ready to embrace
If you prefer to work on your own (we are a team that pushes each other and learns
Does this sound like it was written for you? Excellent! Please apply and let’s explore
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 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 proud to be an Equal Opportunity Employer.