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

Technical Support Engineer - Duo Security

| Ann Arbor, MI +2 more | Remote
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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.
    Will work with various teammates at Duo to build long-lasting relationships with our customers and deliver experiences unique to our industry.
    Help amplify the voice of the customer across Duo by categorizing and classifying support issues for our Product Team.
    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...
  • Relies on researching and troubleshooting skills when presented with an unfamiliar or undocumented technical issues,
    Demonstrates attention-to-detail and a thorough, methodical approach to problem-solving
    Able to quickly assess the impact and implications of a reported issue while asking effective questions
    Exhibits patience and empathy toward customers throughout interactions
    • Communicates solutions confidently with clear, simplified language, appropriate language for intended audience
      Takes the initiative to own issues until resolution, while collaborating with other teams when necessary and following through
      Documents & shares knowledge to improve team performance and customer self-service
      Manages multiple tasks professionally, even with interruptions
      Makes informed use of existing or resources, including asking for help
      Welcomes & adapts to change in a swiftly-paced workplace
      Demonstrable desire for constant learning
      Punctual (we work on teams that operate on shift schedules)
      Strong understanding of networking technologies & troubleshooting [DNS, HTTP(s), etc.]
      Cross-platform OS knowledge [Linux, Mac OS X, Windows]
      Cross-platform mobile device knowledge [iOS/Android]
    Nice to Haves
    • Bachelor's Degree [Computer Science, Information Systems or related]
      Network security or information assurance background
      Demonstrated ability in a customer-facing product support role
      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.]
      Windows OS administration experience [Active Directory]
      Back-end web development experience/troubleshooting is a plus
    • Certifications are cool, too!
      Experience in retail or similar customer-facing roles
    • Fluency in Spanish and/or French
    You should apply if you...

    • Care about contributing to an amazing work culture and environment
      Are comfortable navigating a fast-paced role that is constantly iterating
      Prefer trying and failing to getting 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 workweek that includes one weekend day
    This job may not be for you if...
    • Working for a company 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, 401k matching, 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 accommodation.
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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • CaffeFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • MarvelDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • TrelloManagement
    • WrikeManagement
    • SalesforceCRM
    • MarketoLead Gen

What are Duo Security Perks + Benefits

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
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) 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!


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.


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.


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.


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.


Internal Communications Manager

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