Developer Support Engineer

Awesome tech is made by awesome people. And we’re always looking for new team members who bring the energy, passion, commitment, and collaboration that has made Okta the great company it is today.

So what do we exactly build? Okta Customer Identity Cloud is an authentication and authorization platform designed by developers for developers. Basically, we make companies’ login boxes safe, secure, and seamless for anyone logging in. Our mission is to secure the world’s identities so innovators can innovate. But it’s a big mission that requires a lot of teamwork. 

Words, code, or people, whatever your skill, there’s a place for you here.

We are seeking individuals with technical support experience to provide complex support services of the Customer Identity SaaS solution. Reporting to the Regional Support Lead, this individual will work closely with our customers to provide break-fix support, operational maintenance, and support services. This position is an integral part of Okta's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast-paced environment.

Responsibilities:

• Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion.
• Operational management of Support tickets.
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
• Work as part of our extended support team, doing whatever it takes to exceed customer expectations.
• Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices. 
• Collaborate with other departments in the company to achieve customer satisfaction.
  Contribute to and maintain the repository of product area-specific knowledge and promote a culture of team knowledge sharing and collaboration within Support.

Requirements:

• 5 years+ of technical support and software development OR 2-5 years+ experience in a business or technical analyst role for medium to large scale business software implementation projects.
• Strong analytical and problem-solving skills.
• Self-starter — able to come up to speed on complex, difficult concepts with minimal assistance.
• Ability to quickly context-switch between multiple complex work streams.
• Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues.
  Customer-obsessed attitude — a customer advocate, always going the extra mile.
  Team player with solid communication and presentation skills.
• Proactivity — identify opportunities and take preemptive action against potential problems.
• Continuous growth — permanently look for areas of improvement, make plans on how to improve them, and execute those plans.
• Excellent written and verbal communication in English. 

Technical Domain Focus:

• Knowledge of software development fundamentals and common architectures.
• Knowledge of HTTP, encryption, basic security concepts.
• Understanding of authentication and authorization concepts.
• Knowledge of one or more auth protocols/specifications: OAuth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
• Proficient in at least one programming language; preferably JavaScript.
  
  

Shifts:

• Available to work 9am - 6pm PT shift, or other hours as needed.
• There may be a requirement to join a rotation for weekend shifts, in order to ensure we can deliver outstanding service, 24x7.
  
  #LI-Remote
  #LI-MM
  
  

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Last updated on Aug 20, 2024