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Cisco Technical Consulting Engineer 
United States, Georgia, Atlanta 
390821648

10.06.2024

do…

  • Be the face of support—and are key to our customer success and happiness.
  • Confirm issues are received,recordedand 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’llhelp make Duo better not just for our customers, but for Duo as a whole.
  • Act as a primary support contact toidentifyand resolve technical issues
  • Facilitate customer communication via phone,chatand email
  • Build groundbreaking customer service experiences, creating more promoters and champions of Duo
  • Record &maintainaccurate,timelydetails 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 ofdemonstratedability 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.]
  • Previousexperience 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 togettingit 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...

  • isn’tsomething you are ready to embrace
  • If you prefer to work on your own (we're

explore this together.

Duo is committed to cultivating and preserving a culture of inclusion and connectedness.are able toand beliefs.

And if this role is exciting to you, we encourage you to apply even if youall 100% of the description or qualifications.