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 issuesFacilitate customer communication via phone, chat and emailBuild groundbreaking customer service experiences, creating more promoters and champions of DuoRecord & maintainaccurate, timely details of issues and activity in a request tracking systemContribute to customer-facing and internal documentation used for self-supportDevelop recommendations for product improvement based on support issues and customer feedbackSkills you have…2 to 3 years of demonstrated ability in a customer-facing product support roleFundamental or methodical problem solverStrong network troubleshooting backgroundUnderstanding 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-centricLoves to translate "customer-speak" to "developer-speak" and vice-versaFollows through. Takes the initiative to own issues until resolutionUnbridled appetite for constant learningDocuments & shares knowledge to improve team performance and customer self-serviceMulti-tasks and handles stress with ease, without getting flusteredKnows when to bring up an issue or ask for helpWelcomes & adapts to change in a swiftly paced workplaceNice to HavesBachelor's Degree [Computer Science, Information Systems or related]Network security or information assurance backgroundExperience supporting a high-availability SaaS environmentFamiliar with network infrastructure technologies [Cisco, Citrix, Juniper, VMware, etc.]Previous experience with customer support or helpdesk ticketing toolsBasic scripting skills [BASH, Python, etc.]Back-end web development experience/troubleshooting is a plusCertifications are cool, too!Experience in retail or similar customer-facing rolesFluency in Spanish and/or FrenchYou should apply if you…Care about contributing to an amazing work culture and environmentAre comfortable with the fast-paced, mercurial nature of a tech startupPrefer trying and failing to getting it flawless the first timeAre passionate about service & creating long-term customer relationshipsHave impeccable communication - both verbal and writtenAre flexible to potentially work a 4-day workweek including one weekend dayThis 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 embraceIf 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 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.
