1+ months

Technical Support Engineer - Networking (Japanese speaking)

Cisco Systems Inc.
Sydney, NSW 2000

Who You'll Work with :

Duo Security, now a part of Cisco, is the top tier provider of Trusted Access security and multi-factor authentication delivered through the cloud.

Duos mission is to make security simple for everyone. We were born from a hacker ethos and a desire to make the Internet a secure place. We believe in empowering people to follow their passions inside and outside of the office and enable every employee to bring their whole self to work.

Our team is our secret weapon. We own the spectrum from artists to analysts, calm to high energy, and bring together a diversity of skill sets, experiences, and perspectives to tackle what we consider to be the world's most pressing geopolitical challenge transforming the security industry as we know it. Together we build solutions that are easy, effective, trustworthy, and enduring. And thats why we are the most loved and trusted company in security.

What youll do

  • Youll be the face of supportand are key to our customer success and happiness.
  • You will ensure that issues are received, recorded and repaired or escalated in a rapid, efficient manner.
  • Along with your technical skills, you will work with various teammates at Duo to create long-lasting relationships with our customers and deliver experiences unique to our industry.
  • Youll help make Duo better not just for our customers, but for Duo as a whole.
  • Act as a primary support contact to identify, troubleshoot and resolve technical issues
  • Facilitate customer communication via phone, chat and email
  • Answer technical questions, then verify & resolve technical problems
  • Create transformational 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
  • Help develop recommendations for product improvement based on support issues and customer feedback

Who You Are :

Skills you have

  • At least 2-3 years experience in a customer-facing product support role
  • Fundamental or disciplined 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]
  • Proactive, 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
  • Unquenchable thirst 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 escalate an issue or ask for help
  • Welcomes & adapts to change in a swiftly paced workplace
  • The ability to speak Mandarin or Chinese or Japanese is an asset

Nice to Haves

  • Bachelors Degree [Computer Science, Information Systems or related]
  • Network security or information assurance background
  • Experience supporting a high-availability SaaS environment
  • Familiar with enterprise-level technologies [Cisco, Citrix, Juniper, VMware, etc.]
  • Previous experience with customer support or helpdesk issue tracking 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

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 getting it perfect the first time
  • You are passionate about service & creating long-term customer relationships
  • You have impeccable communication - both verbal and written

This job may not be for you if...

  • Working for a company in hyper growth, where change is a constant, isnt 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)

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 Duos 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, veterans status, religion, disability, sexual orientation and beliefs.

And if this role is exciting you, we encourage you to apply even if you dont meet all 100% of the description or qualifications. Finally and most importantly, we are a proud Equal Opportunity Employer.

  • #WeAreCisco, where each person is unrivaled, but we bring our talents to work as a team and make a difference. Heres how we do it.
  • We embrace digital, and help our customers implement change in their digital businesses. Some may think were old (30 years strong!) and only about hardware, but were also a software company. And a security company. A blockchain company. An AI/Machine Learning 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, we give our egos a break and we give of ourselves (because giving back is built into our DNA.) We take accountability, we take ambitious steps, and we take difference to heart. Because without diversity of thought and a commitment 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.

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Posted: 2019-10-25 Expires: 2019-12-29

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Technical Support Engineer - Networking (Japanese speaking)

Cisco Systems Inc.
Sydney, NSW 2000

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