Technical Support Engineer

hace 4 semanas

Ciudad de México, Ciudad de México Okta, Inc. A tiempo completo

About Okta

 Okta is recognized as the leading Identity Company globally. We empower individuals to securely utilize any technology—anywhere, on any device or application. Our Workforce and Customer Identity Clouds facilitate secure yet adaptable access, authentication, and automation, fundamentally transforming how individuals navigate the digital landscape, placing Identity at the core of business security and expansion.

At Okta, we value diverse perspectives and experiences. We are not seeking candidates who meet every single requirement - we are in search of lifelong learners who can enhance our team with their unique insights.

What do we create? The Okta Customer Identity Cloud serves as an authentication and authorization platform crafted by developers for developers. Essentially, we ensure that companies' login interfaces are secure, reliable, and user-friendly for all users. Our mission is to safeguard the world's identities, enabling innovators to thrive. Achieving this significant mission necessitates strong collaboration.

Regardless of your skills—be it words, code, or interpersonal abilities—there is a place for you within our organization.

We are looking for professionals with technical support experience to deliver comprehensive support services for the Customer Identity SaaS solution. Reporting to the Regional Support Lead, this role involves close collaboration with our clients to provide troubleshooting support, operational maintenance, and service assistance. This position plays a crucial role in Okta's enduring relationships with its global clientele, and the contributions made by this individual will directly influence the long-term success of these partnerships. To thrive in this environment, candidates must possess the enthusiasm and energy to excel in a dynamic and fast-paced setting.

Key Responsibilities:

Provide support and maintenance for customers utilizing the Customer Identity SaaS solution, addressing both technical and non-technical issues promptly. Manage support ticket operations effectively. Cultivate and maintain strong relationships with clients, ensuring the highest levels of customer satisfaction. Collaborate with our extended support team, striving to exceed customer expectations. Leverage your analytical and technical skills, along with your understanding of the Development lifecycle, to resolve complex challenges and advocate for best practices. Work in conjunction with other departments to enhance customer satisfaction.
Contribute to and maintain a repository of product-specific knowledge, fostering a culture of knowledge sharing and collaboration within the Support team.

Required Qualifications:

Over 5 years of experience in technical support and software development, or 2-5 years in a business or technical analyst role related to medium to large-scale software implementation projects. Strong analytical and problem-solving capabilities. Self-motivated—able to grasp complex concepts with minimal guidance. Ability to swiftly switch contexts between multiple intricate work streams. Natural aptitude for breaking down problems into fundamental components to efficiently identify root causes.
Customer-focused mindset—dedicated to going above and beyond for clients.
Team-oriented with excellent communication and presentation skills. Proactive in identifying opportunities and taking preventive measures against potential issues. Commitment to continuous improvement—constantly seeking areas for enhancement, devising plans for improvement, and executing those plans. Exceptional written and verbal communication skills in English.

Technical Expertise:

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

Work Schedule:

Availability to work from 9 am to 6 pm PT, or other hours as required. Participation in a weekend shift rotation may be necessary to ensure continuous service delivery, 24/7.

Benefits of Working at Okta

Comprehensive Benefits Package Opportunities for Social Impact Commitment to Diversity, Equity, Inclusion, and Belonging at Okta

Okta fosters a vibrant work environment, equipping employees with the best tools, technology, and benefits to work effectively in a manner that suits their individual needs. Each department offers varying degrees of flexibility and mobility, empowering all employees to be their most creative and successful selves, regardless of their location. Discover your potential at Okta today.

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