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About Okta
Okta is recognized as The World's Identity Company, dedicated to enabling secure access to technology across various platforms and devices. Our solutions in Workforce and Customer Identity Clouds facilitate seamless authentication and automation, placing Identity at the core of business security and expansion.
At Okta, we value diverse perspectives and experiences. We seek individuals who are committed to continuous learning and can enhance our team with their unique insights.
Position Overview:
The ideal candidate for the Technical Support Engineer role is a knowledgeable and articulate technical expert who comprehends the complexities organizations encounter when integrating cloud technologies with their existing systems. You possess a strong technical foundation, a customer-centric approach, and the drive to proactively resolve customer challenges in a fast-paced, evolving environment.
Key Responsibilities:
As a Technical Support Engineer, you will serve as the primary contact for all support-related inquiries from Okta's enterprise clientele. Your role involves advocating for the customer to ensure that technical support and best practice advice are delivered within established service level agreements (SLAs).
Assume full responsibility for customer issues, from initial troubleshooting to identifying root causes and implementing solutions. Strive to meet or surpass customer expectations regarding response quality, timeliness, and overall satisfaction. Offer clear and reliable guidance, both technically and non-technically, to assist customers in integrating, deploying, and maintaining Okta's product suite. Act as a liaison for customer matters, ensuring swift resolution of issues. Gather data and document product-related bugs with the Engineering team for issues affecting customers. Serve as a subject matter expert within the support team for Okta's product offerings. Contribute to and maintain a knowledge repository within the support team, fostering a culture of collaboration and knowledge sharing. Stay informed about emerging technologies, industry trends, and best practices related to directory solutions and Okta's integration with them. Encourage innovative thinking to develop process improvements and enhance customer satisfaction. Advocate for customers to ensure timely resolution of reported issues, understanding their environment and its impact on business operations.Required Qualifications:
Minimum of 5 years in customer support, technical support, system administration, or a similar customer-facing role. BA/BS/MS in Computer Science, Management Information Systems, or a related field, or equivalent professional experience. Understanding of Networking at OSI Model Layers 4-7, with proficiency in using traffic capture tools for troubleshooting. Experience in supporting and troubleshooting Active Directory and LDAP in on-premise settings. Familiarity with cloud-based directory services such as Azure Active Directory and hosted LDAP solutions. Experience in the setup, administration, and support of Office 365 in an enterprise context, focusing on third-party attribute sourcing and authentication federation. Knowledge of PowerShell and its use cases. Proficiency in troubleshooting cross-domain trust and group memberships within enterprise-scale Active Directory environments. Cross-platform OS knowledge including Mac OS X, Linux, and Windows (Server/Desktop). Ability to quickly learn new technologies. Experience in setting up and troubleshooting SharePoint Claims providers in large SharePoint farms. Strong relationship management, customer service, and communication skills across various formats (written, live chat, conference calls, in-person). Capability to work independently with minimal supervision as well as collaboratively within a team. Excellent analytical and organizational skills. Ability to maintain composure and clarity in challenging customer interactions. Experience documenting customer issues using Salesforce or similar CRM systems. Experience translating customer issues into engineering-focused reports via JIRA or other bug tracking systems. Previous experience supporting large enterprise customers, particularly in customer management roles. Comprehensive knowledge of fundamental information security concepts. Experience troubleshooting Active Directory group policies and LDAP configurations. Experience with application installation and configuration in Linux environments. Proficiency in setting up and troubleshooting LDAP binding and queries from third-party applications in enterprise-scale LDAP environments. Strong knowledge and hands-on experience with Kerberos and Integrated Windows Authentication in Microsoft environments at both server and client levels.What to Expect as a Full-Time Employee at Okta:
Comprehensive Benefits Opportunities for Social Impact Commitment to Diversity, Equity, Inclusion, and Belonging at OktaOkta fosters a dynamic work environment, equipping employees with the best tools, technology, and benefits to thrive in a setting that suits their individual needs. Each team is unique in its flexibility and mobility, enabling all employees to be their most creative and successful selves, regardless of their location.
