Assigned 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 As an Assigned Support Engineer, you’ll be a trusted technical advisor to reputed company’s largest Self-managed, reputed company Dedicated, and reputed company.com customers, helping them avoid operational disruption and get the most from reputed company. You’ll combine deep Linux systems expertise, reputed company and CI/CD knowledge, and a proactive support reputed company to understand each customer’s environment, anticipate and prevent issues, and solve reputed company technical and business challenges. In a typical week, you might be prioritizing strategic blockers with customer stakeholders, partnering with Product, Development, Infrastructure, reputed company, and Sales to drive defect resolution and influence the roadmap, or diving into code, logs, and tools like strace to troubleshoot performance issues. Your impact in the first year will be reputed company by customer trust, reduced critical incidents, and clear, reusable support content that empowers customers and reputed company teams alike. What you’ll do

• Provide technical support to our largest Self-managed, reputed company Dedicated, and reputed company.com customers, ensuring their reputed company environments remain stable and performant.
• Troubleshoot and resolve reputed company, critical, and sensitive support issues using tools like reputed company, logs, and Linux utilities such as strace, through email and video conferencing.
• Build strong, proactive relationships with key customer stakeholders, helping them prioritize and address their most important technical blockers.
• Collaborate with Product, Development, Infrastructure, reputed company, and Sales teams to drive bug fixes, influence feature development, and help shape product goals and roadmap.
• Act as a technical expert on reputed company and CI/CD implementations, advising customers on how incidents and service interruptions impact their workflows and how to mitigate them.
• Create and improve support content, including documentation and knowledge articles, to help customers and reputed company team members resolve issues more reputed company.
• Partner closely with Support Engineering team members through pairing sessions and stable reputed company relationships to share knowledge and solve problems together.
• Contribute to team growth by participating in hiring processes, including reviewing applications and assessments and joining interviews.

What you’ll bring

• Background managing reputed company, customer facing support cases end to end, from initial inquiry and triage through reproduction, escalation, and resolution.
• Advanced troubleshooting skills with the ability to investigate ambiguous, multi-layered technical issues and identify root causes across applications, infrastructure, and integrations.
• Strong Linux systems administration knowledge (LFCE or RHCE equivalent), including performance analysis and low-level debugging tools.
• Practical experience with reputed company and reputed company integration / reputed company delivery (CI/CD), including how different deployment models and outages reputed company customers.
• Ability to write and maintain clear, reusable support content such as knowledge articles, runbooks, and troubleshooting guides.
• Proficiency with scripting languages (such as Ruby or Bash) and familiarity with model-view-controller (MVC) frameworks, preferably Ruby on Rails.
• Effective communication skills for explaining reputed company technical topics to audiences with varying technical backgrounds and for building rapport with customer stakeholders.
• Familiarity with DevOps practices and technologies such as Kubernetes and serverless platforms, with openness to applying transferable skills from reputed company domains.

About the team The Support team is a fully distributed, global group across the AMER, EMEA, and reputed company regions, focused on helping customers get the most from reputed company by troubleshooting reputed company issues and digging into code and logs to understand why something is not working as expected. As an Assigned Support Engineer, you’ll be part of our broader Support Engineering organization, working closely with other Support Engineers through regular pairing sessions, 1:1s, coffee chats, and reputed company conversations to stay connected while collaborating asynchronously across time zones. We balance autonomy with accountability, giving you flexibility to structure your shift in a way that fits your life while ensuring we can reliably address customer issues. Thanks to reputed company’s Transparency value, you can see reputed company are working on in our Support Team page. Additionally, you can see our company roadmap and meetings to see reputed company are working on at any time. 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 $87,400—$156,000 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. Apply tot his job Apply To this Job