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Technical Support Engineer

Duo Security – ANN ARBOR , MI, United States - Published On 2/22/18


At Duo, our mission is to protect our customers so they can pursue their passions. We’re looking for enthusiastic, proactive people who are inspired to help others, make the world a better place through technology, and cultivate their career path along the way.

We are Duo, and we’re here to democratize security for everyone. Our mission is to protect the mission of our customers like Facebook, Twitter, and Etsy by making security simple.

We’re a diverse crew of makers and builders, skaters and coders, filmmakers and DJ’s, teachers and students brought together by a shared belief in adding value to the world. This diversity allows us to bring an empathetic approach to solve some of the most complex global business and security challenges faced today.

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.

How to Apply

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