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

Supportability Engineer - Duo Security at Duo Security (Remote)

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What you'll do...
  • Work with various teammates at Duo to build long-lasting relationships with our customers and deliver experiences unique to our industry.
  • Ensure that defined troubleshooting workflows, technical trainings, and tools exist in conjunction with product launches or changes.
  • Develop recommendations for product improvement based on support issues and customer feedback.
  • Voice in the conversation to advocate for support team and customer needs in new product launches.
  • Help our PM team understand top ticket drivers in monthly Customer Sync.
  • Identify opportunities for our TSEs to receive deep technical training for new product launches.
  • Engage early in conversations with Engineering teams to define workflows and design decisions which will best meet our customers' needs, with a focus on ease-of-use, simplicity, clarity.
  • Analyze metrics and friction areas around support tickets to determine top areas for improvement with our ability to support customers.
  • Partner with leaders in CS, Eng, PM, and across the company to streamline communication between our teams.

Skills you have...
  • 4-5 years experience in a customer-facing product support role
  • In-depth understanding of technical support and customer service methodologies
  • Robust written and verbal communication skills, and a keen capability to tailor your messages to a wide variety of audiences
  • Fundamental or methodical problem solver
  • Strong attention to detail and ability to derive patterns from bulk data
  • Ability to concisely communicate team needs to business leaders and partners
  • Multi-tasks and handles stress with ease, without getting flustered
  • Can empathize with customers and team members without absorbing or communicating negativity
  • Understanding of principle web and security technologies [DNS, HTTPS, SAML]
  • Windows OS administration experience [Active Directory]
  • Cross-platform OS knowledge [Linux, Mac OS X, Windows]
  • Cross-platform mobile device knowledge [iOS/Android]
  • Proactive, upbeat, concise, patient and customer-centric
  • Loves to and excels at translating "customer-speak" to "developer-speak" and vice-versa
  • Willing to continue learning
  • Encourages & adapts to change in a swiftly paced workplace

Nice to Haves
  • Bachelor's Degree [Computer Science, Information Systems or related]
  • Previous project management experience
  • Experience supporting a high-availability SaaS environment
  • Familiar with enterprise-level technologies [Cisco, Citrix, Juniper, VMware, etc. ]
  • Previous experience with customer support or help desk issue tracking tools
  • Experience with bug tracking software [Phabricator, GitLab, Jira, etc. ]

You should apply if you...
  • Care about contributing to an amazing work culture and environment
  • Are comfortable navigating a fast-paced role that is constantly iterating
  • 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

This job may not be for you if...
  • Working for a company 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

Does this sound like it was written for you? Excellent! Please apply and let's explore this together.
Duo is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team of employees. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Duo's achievement as well. In recruiting for our team, we welcome the unique contributions that all potential candidates can bring in terms of their education, opinions, culture, ethnicity, race, gender identity and expression, nationality, age, languages spoken, veteran's status, religion, disability, sexual orientation and beliefs.
And if this role is exciting to you, we encourage you to apply even if you don't meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
U.S. Vaccination Requirements
Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.
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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
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • 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
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What are Duo Security Perks + Benefits

Duo Security Benefits Overview

We like to keep everyone happy and healthy. From financial security to personal growth, we're here to support you.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
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
Home Office Stipend for Remote Employees
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
Customized development tracks
Paid industry certifications

An Insider's view of Duo Security

How does your team reward individual success?

It can be as quick as some karma in Slack. We do team appreciations at the start of team meetings and Cisco has connected recognition which allows individuals to recognize the great work someone has done along with a monetary award, from $25 on up! We also celebrate life with team members, for example throwing a virtual baby shower!

Hector

Senior Engineering Manager

What's the biggest problem your team is solving?

Our cross-functional team of data scientists, software engineers, and designers, as well as product and security experts is building an intuitive adaptive authentication system. We’re moving past basic rule-based approaches to create a dynamic experience that people will love for keeping them secure while staying unobtrusive.

Brian

Head of Data Science and Engineering

What are some things you learned at the company?

Early on, I thought that success in the security industry was attributed solely to people's ideas or intellect. Since then, I've learned that the most important thing to have in any industry is empathy. Without empathy, you can't build a product that people will love or a place that people will want to work. Empathy is a foundation for success.

Olabode

Senior Data Scientist

What is your vision for the company?

My overall vision is to provide mechanisms for the business to build simple, safe and secure products that our customers and partners intrinsically trust. It is my belief that when we empower our teams and stakeholders to creatively work together instead of falling on process and procedure for the sake of it, our creativity opens to new heights.

Amanda

Head of Product Security

What makes someone successful on your team?

Success for us is taking the road less traveled to achieve better results, meaning we look for teammates who bring perspectives from all walks of life and who are not afraid to use their voice. We believe this combination results in good outcomes because we end up paving our path to success with a diversity of thought.

Amanda

Internal Communications Manager

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