Technical Support Engineer II - Duo Security

  • Location:
    Ann Arbor, Michigan, US
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Cloud and Data Center, Internet of Everything, Networking, Security
  • Job Id
    1281499

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 a proud Equal Opportunity Employer.

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