Technical Support Engineer

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

Position Description:

The ideal Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into their existing on-premise or hosted user stores. You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-growing, learning environment.

Job Duties and Responsibilities:

A Technical Support Engineer is the primary point of contact for all support related issues for Okta’s enterprise customers. A TSE acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs.

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy, and maintain Okta’s suite of products.
• Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Function as a subject matter expert within support for Okta’s suite of products
• Contribute to and maintain repository of knowledge within support and promote a culture of team knowledge share and collaboration within the directories product support group
• Stay up to date on emerging technologies, industry trends and best practices around the most common directory solutions and Okta’s interlock with them
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business

Required Skills:

• 5+ years of customer support, technical support, system administration, or related customer-facing role
• BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.
• Prior experience providing support to large enterprise customers preferably with customer management interaction.
• Familiarity with Networking at OSI Model Layers 4-7, and troubleshooting through use of appropriate traffic capture tools
• Familiarity with Active Directory, and LDAP in an on-premise environments
• Familiarity with with cloud based directory service such as Azure Active Directory and emerging hosted LDAP services
• Experience with troubleshooting and supporting cross domain trust and group memberships within enterprise scale Active Directory environment
• Cross-platform OS knowledge Mac OS X, Linus Windows (Server/Desktop)
• Ability to learn new technologies and adapt quickly
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities. Ability to remain calm, composed, and articulate when dealing with tough customer situations.
• Experience documenting customer issues via Salesforce or a similar CRM ticketing system
• Experience translating customer issues into engineering centric reports via JIRA or other bug reporting systems
• Broad knowledge of, and experience in, fundamental information security concepts.
• Knowledge of troubleshooting Active Directory group policy and LDAP policies and overlays
• Experience with REST APIs and ability to write basic scripts
• Experience troubleshooting Web apps and an understanding of how a web app authentication works
• Understanding of SQL and ability to read and write basic queries to identify problems

#LI-Remote

What you can look forward to as an Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.