Technical Support Engineer - Duo Security

  • Location:
    Ann Arbor, Michigan, US
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1350792
New

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

together) 

 

Does this sound like it was written for you? Excellent! Please apply and let’s explore

this together.

 

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.

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