Duo Security
Our mission is simple: democratize security by making it easy and effective for everyone to use.
Austin, TX

Provisioning and Fulfillment Analyst - Duo Security at Duo Security

| Austin
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Provisioning & Fulfillment Analyst


A Provisioning & Fulfillment Analyst serves as a core business partner within the Customer Success and Support organization focused on the analysis and execution of data from multiple sources to ensure accurate software license provisioning and hard token fulfillment, resulting in clean revenue recognition and reporting. While also playing a role in the development of scalable solutions to position Duo for growth and scale. Provisioning and Fulfillment provides world-class support to our customers through collaboration across the organization. Our team promotes a dynamic culture, fostering personal growth and career development.


What you’ll do


  • Acquire knowledge of Duo’s sales models including our Direct and Strategic Partner Programs.  

  • Understand and adhere to all corporate Sales and Booking Policy Guidelines for fulfilling orders. 

  • Become an expert of Duo’s transactional SW license and hard token fulfillment processes and platforms. 

  • Maintain the integrity and accuracy of the licensing database and support the reconciliation of customer account information.

  • Address and resolve licensing related inquiries while ensuring compliance with existing License Management policies,

  • Work with multiple systems including SFDC and in-house provisioning and revenue tools.

  • Provide primary support for license provision execution, hard token fulfillment and logistics, issue resolution & escalation management.

  • Validate documents, systems and reports to ensure provisioning accuracy

  • Engage with internal Duo teams to resolve queries and open issues related to the Hard Token Fulfillment process.

  • Work closely with Fulfillment/Logistics Partner to drive daily reporting, troubleshooting and escalating issues. Ensure Customer Sat issues are triaged timely, handle quality issues or questions with an excellent level of service and communication to derive an acceptable outcome. 

  • Identify process and systemic improvements to drive continuous improvements.

  • Help to analyze customer’s forecasts and trends in orders to ensure we are staying ahead of their needs

  • Support increased workload and additional hours when required i.e. month end/quarter end periods.



Main Contacts

Multiple internal Duo Departments (Deal Desk, Revenue, Finance, Sales Operations, Renewals support, Sales, Channel, ISS, Product Teams, Cisco Partner Support)


What you need to succeed

Characteristics: You must be meticulous, resourceful, committed, adaptable, inquisitive, innovative, respectful, collaborative and confident. 

Must Think and Do. 

Do = execute the day-to-day. 

Think = not only solve today’s problems, but help solve for tomorrow


Education, Skills & Previous Experience

  • Bachelor’s degree or equivalent in a numerate or business discipline.

  • Excellent analytical and numeracy skills, no detail is too small

  • Desirable: Competence with provisioning/information management/CRM tools – Salesforce, or similar analytical and information management applications. Understanding of Logistics and troubleshooting processes to drive Customer Satisfaction. 

  • Have 2-3 years of proven customer service experience

  • Experience working with high volume order processing

  • 1-2 years of experience with 3rd Party Logistics/Fulfillment Partners and product forecasting

  • Have high attention to detail 

  • Understand when and how to escalate a priority customer issue

  • Have proven relationship building skills

  • Have professional communication; both written and verbal

  • Positive, enthusiastic team focused attitude

  • Have a sense of urgency and ability to work in a fast-paced environment

  • Able to solve complex problems and successfully manage ambiguity and unexpected change


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Where we are

Duo's Austin office is located in the heart of downtown.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • CaffeFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • MarvelDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • TrelloManagement
    • WrikeManagement
    • SalesforceCRM
    • MarketoLead Gen

What are Duo Security Perks + Benefits

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

An Insider's view of Duo Security

What does your typical day look like?

I always say I have a typical week, not a typical day. My work weeks are consumed by customer interactions (emails, working sessions, status calls and onsite business reviews), internal knowledge-sharing meetings and laughing with coworkers. However, each day is different and is shaped by customer needs.


Senior Customer Success Manager

What are some things you learned at the company?

I have learned directly the value of diverse teams. Demographics, background, skills and seniority diversity blend to form higher performing teams as long as individuals are empathetic and kind to one another. Diversity allows for healthy conflict and understanding which push teams forward.


Engineering Manager, SRE

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