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Duo Security

Technical Support Manager - Duo

Sydney, Australia

Technical Support Manager

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.

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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 create 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 Sydney, Australia 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 align 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, monitor 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 managing 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

Message to applicants applying to work in the U.S.:

When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

Client-provided location(s): Sydney NSW, Australia
Job ID: duo_security-1395622
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • FSA
    • HSA
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • FSA With Employer Contribution
    • Health Reimbursement Account
    • HSA With Employer Contribution
    • Mental Health Benefits
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
    • Adoption Leave
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Work-From-Home Stipend
  • Office Life and Perks

    • Company Outings
    • Casual Dress
    • Snacks
    • Some Meals Provided
  • Vacation and Time Off

    • Paid Holidays
    • Paid Vacation
    • Personal/Sick Days
    • Leave of Absence
    • Volunteer Time Off
  • Financial and Retirement

    • Performance Bonus
    • Stock Purchase Program
    • 401(K) With Company Matching
    • 401(K)
    • Company Equity
    • Relocation Assistance
    • Financial Counseling
  • Professional Development

    • Learning and Development Stipend
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Tuition Reimbursement
    • Internship Program
    • Work Visa Sponsorship
    • Leadership Training Program
    • Associate or Rotational Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

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