• TSE III Programming & Tools Researcher - Duo Security

    CiscoAnn Arbor, MI 48104

    Job #1430948673

  • We are Duo, and we're here to democratize security for everyone. Our mission is to protect the mission of our customers like Facebook, Twitter, and Etsy by making security simple.

    We're a diverse crew of makers and builders, skaters and coders, filmmakers and DJ's, teachers and students brought together by a shared belief in adding value to the world. This diversity allows us to bring an empathetic approach to seek some of the most complex global business and security challenges faced today.

    What you'll do... * You'll be the face of support-and are key to our customers' success and happiness. * Your week will be split into two main focus areas: * You will primarily focus on various development initiatives to find and automate the support systems. * You will provide exemplary phone support to customers with technical questions about their Duo Service. It is important to stay close to the scope of customer issues in this role, as well as understand the difficulties team members encounter. * Your role will be responsible for the design, development design, development, documentation, creation, testing and/or modification of existing or tools or programs based on the needs of the department. * You will function as a Duo Subject Matter Expert (SME) to your teammates across Duo's product offerings. * Build a transformational support culture where the team understands the why behind our desire to provide consistent high-quality support interactions. * Contribute to customer-facing and internal documentation used for self-service. * Identify inefficiencies and build tools to alleviate them. * Support and build cloud services that keep our team running efficiently.

    Skills you have... * 4-5 years experience in a customer-facing product support role * In-depth understanding of technical support and customer service m * 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, ranging from troubleshooting customer issues effectively, to understanding which issues require your priority or attention. * 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 * Knows how to take a bad customer situation and turn it into a positive one * 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 translate "customer-speak" to "developer-speak" and vice-versa * Follows through and takes the initiative to own issues until resolution * Unquenchable thirst for constant learning * Embodies the spirit of "knowledge sharing" to improve team performance and customer self-service * Knows when to escalate an issue or ask for help, as well as practices the due diligence needed before roping in others * Encourages & adapts to change in a swiftly paced workplace

    Nice to Haves

    • Bachelor's Degree [Computer Science, Information Systems or related]
    • Previous development 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
    • Basic scripting skills [BASH, Python, etc. ]
    • Certifications are cool,
    • Experience in retail or similar customer-facing roles
    • Participation in public development or cloud projects
    • Experience with Linux/BSD shell
    • Experience with cloud hosting services
    • RegEx experience is a plus

    Reasons why you should apply... * You care about contributing to an amazing work culture and environment * You are comfortable with the rapid, unpredictable nature of a tech startup * You prefer trying and failing to get it perfect the first time * You are passionate about service & creating long-term customer relationships * You have impeccable communication - both verbal and written * You enjoy enabling others to solve their problems faster

    This job may not be for you if... * 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 are a team that pushes each other and learns together)

    Does this sound like it was written for you? Excellent! Please apply and let's explore this together.

    Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

    Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.