Technical Support Engineer I - Duo Security

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…

• At least 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)