Duo Security
Our mission is simple: democratize security by making it easy and effective for everyone to use.
Ann Arbor, MI

Technical Consulting Engineer - Solution Support Engineer at Duo Security (Ann Arbor, MI)

| Ann Arbor, MI
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Provide Solution level expertise to Customers.
Solution Support is a premium Cisco offer that enables customers to grow from a product mentality to a solutions-based approach, inclusive of Third-Party products, where Cisco becomes the main point of contact for the entire solution.
Expectations from a Solution Support Cisco point of contact are:
  • Be the main point of contact of the reported issue (Cisco and/or Third Party).
  • Retains ownership for the customer (do not re-queue the ticket unless (1) the customer wants to work in a different time zone, (2) the main contact is OOO, (3) a change window is outside regular work hours that required immediate attention).
  • Develops adequate knowledge of Third-Party tools to triage customer issues and secure output/evidence that helps point the issue towards resolution.
  • When there is a Third-Party ticket opened, ensure primary contact follows up on the ticket and engages the Third Party for working/troubleshooting sessions to provide adequate logs and outputs to resolve the issue.
  • Keeps the customer engaged and advised of the status of the issue and consistently updates the ticket with Cisco and the Third Party with relevant details (status, ticket #, Third Party engineer and contact information).
  • Aware that Solution Support is a Day 2 break/fix support service. If the customer needs to build or implement a solution, the Cisco point of contact is to redirect them to their Cisco representative to learn about professional services.
  • Remains committed to our customer experience. Solution Support is a premium level of service which our customers expect a high standard of quality and excellence from Cisco.
  • [JH] - perhaps mention the requirement to manage a backlog of owned customer support cases and the need to manage time and balance priorities to keep customers informed and cases progressing toward resolution?
Responsibilities:
  • Provide technical support for security products to customers, partners, account teams, and other internal technical support teams.
  • Handle a wide variety of technical support problems-from simple application or network configuration fixes to very sophisticated troubleshooting and problem resolution.
  • Use moderate to sophisticated lab setups to recreate and solve technical problems.
  • Submit complete and correct defect reports with collaboration and supervision.
  • Work with minimal direction and exercise judgment within defined procedures to resolve appropriate action.
  • Collaborate with other TAC engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.
Main Tasks:
  • Drives problem resolution for issues experienced in customer environments.
  • Diagnoses, fixes, and resolves incidents related to Cisco products, services, or solutions.
  • Provides answers for products, services, or solutions questions.
  • Creates or updates, and delivers problem resolution, project collateral and/or knowledge transfer.
  • Assists in documenting and resolving technical problems found in products and solutions.
  • Engages and drives appropriate resources for critical issues.
  • Maintains accurate documentation in incident and knowledge management systems
  • Ensures case management guidelines are followed
  • Optimally communicates (verbal and written) with the customer and Cisco partners on status and progress of service requests
Minimum Requirements:
  • 8+ years of experience in designing, deploying, configuring, supporting, troubleshooting, and debugging networks (direct customer support experience).
  • Good technical foundation in networking (CCNA equivalent level or above) is required.
  • Technical qualifications:
  • Primary Skills: Cisco DUO and/or Umbrella.
  • Secondary Skills: Knowledge of basic Routing and Switching, Cisco Adaptive Security Appliance (ASA) firewalls & vASA, FTD, Firepower, FMC, Cisco IOS Firewall (Zone-Based Firewall), Clustering, Cisco Security Manager (CSM) [JH] - recommend adding VPN/AnyConnect and AAA/ISE to the mix here.
  • Microsoft Active Directory (AD), Linux, Unix
  • Wireshark and other tools for TCP/IP packet collection analysis
  • Server and appliance virtualization using VMWare, MS Hyper-V, and KVM
  • Experience leading technical troubleshooting calls with customer and internal stakeholders of varying technical experience (novice to expert) and across levels of interpersonal hierarchy (individual contributors to C-level executives)
  • BS in a technical field (such as CS, EE, IT) or equivalent plus 8-10 years related experience.
  • Experience designing, deploying, configuring, supporting, troubleshooting, and debugging networks. [JH] since this is mentioned above in the first bullet of the section, I'd prefer to highlight the need for troubleshooting experience above all else. Something like: "Hands-on troubleshooting experience with technical issues at the Layer 2 through 4 levels of the OSI model." Could potentially merge this with the Wireshark bullet above, or keep separate. We see a lot of candidates that have config/design experience but struggle with basic troubleshooting at the network level.
  • CCNP, CCNP Security, or CCIE Certification desired/preferred
  • Python, Perl, Bash scripting skills would be an added advantage

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.
We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box!
But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)
Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.
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!
Cisco Covid-19 Vaccination Requirements
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco may require new hires to be fully vaccinated against COVID-19 if the role requires business-related travel, meeting with customers/partners (including visiting third-party sites on behalf of Cisco), attending trade events, and Cisco office entry, unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.
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What are Duo Security Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning

An Insider's view of Duo Security

How does your team reward individual success?

It can be as quick as some karma in Slack. We do team appreciations at the start of team meetings and Cisco has connected recognition which allows individuals to recognize the great work someone has done along with a monetary award, from $25 on up! We also celebrate life with team members, for example throwing a virtual baby shower!

Hector

Senior Engineering Manager

What's the biggest problem your team is solving?

Our cross-functional team of data scientists, software engineers, and designers, as well as product and security experts is building an intuitive adaptive authentication system. We’re moving past basic rule-based approaches to create a dynamic experience that people will love for keeping them secure while staying unobtrusive.

Brian

Head of Data Science and Engineering

What are some things you learned at the company?

Early on, I thought that success in the security industry was attributed solely to people's ideas or intellect. Since then, I've learned that the most important thing to have in any industry is empathy. Without empathy, you can't build a product that people will love or a place that people will want to work. Empathy is a foundation for success.

Olabode

Senior Data Scientist

What is your vision for the company?

My overall vision is to provide mechanisms for the business to build simple, safe and secure products that our customers and partners intrinsically trust. It is my belief that when we empower our teams and stakeholders to creatively work together instead of falling on process and procedure for the sake of it, our creativity opens to new heights.

Amanda

Head of Product Security

What makes someone successful on your team?

Success for us is taking the road less traveled to achieve better results, meaning we look for teammates who bring perspectives from all walks of life and who are not afraid to use their voice. We believe this combination results in good outcomes because we end up paving our path to success with a diversity of thought.

Amanda

Internal Communications Manager

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