Technical Support Manager

Job Description

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

Duo’s 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 run the spectrum from artists to analysts, low-key to high energy, and bring together a diversity of skill sets, experiences, and perspectives to solve what we consider to be the world's most pressing geopolitical challenge — redefining the security industry as we know it. Together we build solutions that are easy, effective, trustworthy, and enduring. And that’s why we are the most loved and trusted company in security.

Technical Support Managers at Duo are the leaders of support—and are key to our customer success and happiness. You will ensure that the support team is enabled and ready to take on any customer challenges, work to measure and cultivate strong team performance, and help provide customer visibility to other stakeholders in the organization. Along with strong technical skills, you will be able to support our TSEs on various customer matters and step in as an escalation point if the need arises. At Duo, you are here to build long-lasting relationships with our teams & customers and deliver experiences unique to our industry. You’ll help make Duo better not just for our customers, but for Duo as a whole.

This role will report to our Ann Arbor, Michigan office.

Responsibilities

• Manage and lead a team of Technical Support Engineers (TSEs) working with customers over chat, email, and phone.
• Continually enhance the employee talent base through performance management, mentoring, training, and targeted hiring.
• Establish effective operational mechanisms to develop your team and deliver high-quality support such as:

1. Weekly team meetings
2. Scorecards and audits
3. Performance metrics
4. Workforce management practices

• Work with Engineering, Product Management, and Customer Success Account Managers to set shared goals.
• Contribute to the development and implementation of Support initiatives that cultivate ongoing, long-term customer loyalty.
• Contribute to cross-functional projects and initiatives that drive business goals
• Develop KPIs, and metrics to be displayed continuously on dashboards demonstrating consistent quality and performance.
• Streamline systems and processes to balance rapid growth and team execution.
• Review and implement technology solutions that will streamline your operations, supervise progress, and measure success.
• Contribute to the success of our customer support offerings that includes an effective knowledge base, community forum, FAQs, and other self-help mechanisms.
• Work with Product Management to remediate product issues driving top ticket volumes.
• Coordinate staff schedules to maintain the established support team hours so that adequate call and support coverage is maintained at all times.
• Conduct frequent 1:1s with TSEs leading performance and development.
• Share knowledge across your team and the rest of Customer Success.
• Build a team culture that continuously seek methods and processes that will improve the customer experience, rather than just “firefighting” customer issues.

Qualifications

Tenacious, customer-focused, confident and empathic leader.

• Excellent judge of character
• Confident, and have a great sense of humor
• Views challenges as solvable problems or opportunities
• Reliable, “go-to” person for the Support Team
• Technically savvy and business-minded
• Experience with and knowledgeable about SAAS product support
• Bachelor degree or equivalent.
• Preferred: previous technical support experience strongly desired to cultivate the ability to empathize with the team