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Cisco Technical Consulting Engineer 
United States, Georgia, Atlanta 
573046875

10.06.2024

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 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…
  • 2 to 3 years of demonstrated ability 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]

  • Strategic, 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

  • Unbridled appetite 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 bring up an issue or ask for help

  • Welcomes & adapts to change in a swiftly paced workplace

Nice to Haves
  • Bachelor’s Degree [Computer Science, Information Systems or related]

  • Network security or information assurance background

  • 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.]

  • 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 with the fast-paced, mercurial nature of a tech startup

  • 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 including one weekend day

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'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