Technical Support Engineer

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

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

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