Technical Support Engineer - Duo Security

  • Location:
    Mexico City, Mexico
  • Area of Interest
    Customer Experience
  • Job Type
    Professional
  • Technology Interest
    *None
  • Job Id
    1416379

Duo Security, now a part of Cisco, is the top tier 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 own the spectrum from artists to analysts, low-key to high energy, and bring together a diversity of abilities, experiences, and perspectives to tackle what we consider to be the world's most pressing geopolitical challenge — redefining the security industry as we know it. Together we build solutions that are easy, effective, credible, and enduring. And that’s why we are the most loved and trusted company in security.

What you’ll do…

  • Be the face of support—and are key to our customer success and happiness.
  • Confirm issues are received, recorded and repaired or flagged for the right team in a rapid, efficient manner.
  • Along with your technical skills, you will work with various teammates at Duo to build 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 and resolve technical issues
  • Facilitate customer communication via phone, chat and email
  • Build groundbreaking customer service experiences, creating more promoters of Duo
  • Record & maintain accurate, timely details of issues and activity in a request tracking system
  • Supply to customer-facing and internal documentation used for self-support
  • Develop recommendations for product improvement based on support issues and customer feedback

Skills you have…

  • 2 to 3 years of demonstrated ability in a customer-facing product support role
  • Problem solver
  • Strong network fix 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]
  • Strategic, 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
  • Unbridled appetite 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 bring up an issue or ask for help
  • Welcomes & adapts to change in a swiftly paced workplace

Nice to Haves

  • Bachelor’s Degree or equivalent experience [Computer Science, Information Systems or related]
  • Network security or information assurance background
  • Experience supporting a high-availability SaaS environment
  • Familiar with network infrastructure technologies [Cisco, Citrix, Juniper, VMware, etc.]
  • Previous experience with customer support or helpdesk ticketing tools
  • Basic scripting skills [BASH, Python, etc.]
  • Back-end web development experience/fix is a plus
  • Certifications are cool, too!
  • Experience in retail or similar customer-facing roles
  • Fluency in Spanish and/or French

You should apply if you…

  • Care about chipping in to an amazing work culture and environment
  • Are comfortable with the fast-paced, mercurial nature of a tech startup
  • Prefer trying and failing to getting it detailed the first time
  • Are passionate about service & creating long-term customer relationships
  • Have impeccable communication - both verbal and written
  • Are flexible to potentially work a 4-day workweek including one weekend day

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 adopt
  • If you prefer to work on your own (we're 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 team with varied strengths 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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Why Cisco?

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it? Well, for starters – with people like you!

Nearly every internet connection around the world touches Cisco. We’re the Internet’s optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet it’s not what we make but what we make happen which marks us out. We’re helping those who work in the health service to connect with patients and each other; schools, colleges, and universities to teach in even the most challenging of times. We’re helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world – whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each other’s backs, we recognize our accomplishments, and we grow together. We celebrate and support one another – from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together we’re committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! #WeAreCisco 

Message to applicants applying to work in the U.S. and/or Canada:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of revenue attainment up to 50% of quota;

1.5% of incentive target for each 1% of attainment between 50% and 75%;

1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

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