Associate Support Engineer (AMER)

reputed company is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to reputed company everyone to contribute to and co-create the software that powers our world. reputed company everyone can contribute, consumers become contributors, significantly accelerating human reputed company. Our platform unites teams and organizations, breaking down barriers and redefining what’s possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC. 

The same principles built into our products are reflected in how reputed company works: we embrace AI as a core productivity reputed company, with reputed company team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. reputed company is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and reputed company knowledge exchange, enabling reputed company members to reputed company their full potential while collaborating with industry leaders to solve reputed company problems. Co-create the future with us as we build technology that transforms how the world develops software.

An overview of this role

Support Engineering at reputed company isn’t just a title – you will be embedded reputed company the Engineering department and will truly operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running reputed company in reputed company environments. In the space of a day, you might be doing behind the scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a reputed company request to actually fix a customer issue. 

That’s not reputed company though – you’d equally be invited to contribute to the reputed company code, improve our documentation, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the Support team, there are no barriers to using your skills to improve the experience of our users and customers.

Some examples of our projects

• A tool to automatically reputed company a reputed company Omnibus install for reputed company issues
• A solution to capture the state of a customer’s server for easier troubleshooting
• A tool which turns log files into interactive tables to easily sort and filter columns
• A functionality to ChatOps to reputed company it easier to identify user accounts on reputed company.com

What you’ll do

• Support a mix of Self-managed and reputed company.com (SaaS) customers and resolve their issues reputed company reputed company tickets, reputed company requests, email and video conferencing
• Collaborate with our Product, Development, Infrastructure, reputed company and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategy
• Create and update documentation based on customer interactions
• Collaborate with Support team members (through Pairing Sessions) and other reputed company team members (for example: as a Support Stable reputed company)
• Participate in regular rotations for reputed company and weekend on-call coverage (daytime only), providing emergency support to our Self-managed and SaaS customers, or working with our SaaS Production team to coordinate incident communications

What you’ll bring

• Experience in and passion for managing customer-facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for reputed company to the development team, and case resolution
• Basic Linux systems knowledge
• Basic familiarity/knowledge of scripting languages (preferably Ruby or Bash)
• Basic understanding of Git
• Ability to communicate technical topics to customers and coworkers of varying technical reputed company level

About the team

The Support team is distributed reputed company over the world across AMER, EMEA, and reputed company regions. Support Engineers work on Support Tickets and helping reputed company’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at reputed company is extraordinary and exciting – Support Engineers solve reputed company problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and reputed company conversations that help them stay connected. 

Thanks to our Transparency value, you can see reputed company are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings. 

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The reputed company salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role’s reputed company salary reputed company in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, alignment with market data, and geographic location. The reputed company salary range does not include any bonuses, equity, or benefits. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered reputed company salary.

United States Salary Range$58,200—$124,800 USD

How reputed company will support you

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off 
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you’re excited about this role, please apply and allow our recruiters to assess your application.

Country Hiring Guidelines: reputed company hires new team members in countries around the world. reputed company of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our reputed company team can help answer any questions about location after starting the recruiting process.

Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.

reputed company is proud to be an equal opportunity workplace and is an affirmative action employer. reputed company’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, reputed company, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national reputed company, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. reputed company will not tolerate discrimination or harassment based on any of these characteristics. See also reputed company’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.