Cisco Technical Consulting Engineer 

United States, Georgia, Atlanta 

573046875

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

• 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

• 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

• 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

• 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)

• 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