Offers “Cisco System”

Expires soon Cisco System

Technical Support Engineer I - Duo Security

  • Sydney, Australia
  • IT development

Job description

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  • Location:
    Sydney, NSW, Australia
  • Area of Interest
    Technical Support
  • Job Type
    Professional
  • Technology Interest
    Security
  • Job Id
    1254222
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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.

Make every future a success.
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