Technical Support Engineer

Cisco Systems
Ann Arbor, MI
30+ days ago

Job Description

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 — redefining 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… 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 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 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 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] 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 [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/troubleshooting is a plus
Certifications are cool, too!
Experience in retail or similar customer-facing roles You should apply if you… Care about contributing to amazing work culture and environment Are comfortable with the fast-paced, mercurial nature of a tech startup
Prefer trying and failing to get it flawless 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 work week including weekend days
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're a team that pushes each other and learns together)
Some of our many benefits and perks include… Excellent health insurance options, and an Employee Stock Purchase Program
Budget allocated for continued learning and professional development. You can use it on things like books, conferences, and training courses, and certifications
Dedicated paid time off every year for volunteering - a great way to make a positive impact on your community

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 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 an accommodation.

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