3 days old

Technical Support Engineer - Duo Security

Cisco Systems Inc.
London, United Kingdom
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What youll do

  • You will be the face of supportand 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.
  • Will work with various teammates at Duo to build long-lasting relationships with our customers and deliver experiences unique to our industry.
  • Help amplify the voice of the customer across Duo by categorizing and classifying support issues for our Product Team.
  • 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

Who you are

  • Relies on researching and troubleshooting skills when presented with an unfamiliar or undocumented technical issues,
  • Demonstrates attention-to-detail and a thorough, methodical approach to problem-solving
  • Able to quickly assess the impact and implications of a reported issue while asking effective questions
  • Exhibits patience and empathy toward customers throughout interactions
  • Communicates solutions confidently with clear, simplified language, appropriate language for intended audience
  • Takes the initiative to own issues until resolution, while collaborating with other teams when necessary and following through
  • Documents & shares knowledge to improve team performance and customer self-service
  • Manages multiple tasks professionally, even with interruptions
  • Makes informed use of existing or resources, including asking for help
  • Welcomes & adapts to change in a swiftly-paced workplace
  • Demonstrable desire for constant learning
  • Punctual (we work on teams that operate on shift schedules)
  • Strong understanding of networking technologies & troubleshooting [DNS, HTTP(s), etc.]
  • Cross-platform OS knowledge [Linux, Mac OS X, Windows]
  • Cross-platform mobile device knowledge [iOS/Android]

Nice to Haves

  • Bachelors Degree [Computer Science, Information Systems or related]
  • Network security or information assurance background
  • Demonstrated ability in a customer-facing product support role
  • 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.]
  • Windows OS administration experience [Active Directory]
  • 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 would be interesting

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
  • Are flexible to potentially work a 4-day workweek that includes one weekend day

This job may not be for you if...

  • Working for a company where change is a constant isnt 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
  • 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

We Are Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (36 years strong) and only about hardware, but were also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do you cant put us in a box!

But Digital Transformation is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Dont care. Tattoos? Show off your ink. Like polka dots? Thats cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us!


Posted: 2021-06-11 Expires: 2021-07-12
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Technical Support Engineer - Duo Security

Cisco Systems Inc.
London, United Kingdom
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