Technical Support Engineer, Okta

• BA/BS/MS in Computer Science, Management Information Systems, or related discipline or experience
• 7+ years of customer support, technical support, system administration or a related technical customer facing role
• 1+ year(s) of experience administering, implementing or supporting Okta products and technologies
• Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS
• Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment
• Ability to learn new technologies quickly
• Excellent relationship management, customer service and communication skills in 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 both from a high level and deeply granular viewpoint
• Ability to remain calm, composed and articulate when dealing with tough customer situations
• Okta Professional and Okta Administrator Certifications

Desirable

• The Mission Critical Technical Support Engineer (MCTSE) is an articulate and seasoned technical guru with strong working knowledge of the Okta product
• In this role you will adept and both building relationships and resolving issues
• You will be the primary technical point of contact for a small number of Okta’s largest, most strategic customers and will learn their technical architectures and be ready to troubleshoot their issues, with little or no background required
• You will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned customers
• Primary technical point of contact for designated Premier Plus customers
• Provide well-thought out and reliable direction, both in technical and non-technical terms, to designated customers to help them integrate and maintain their Okta deployment
• Take end-to-end ownership of assigned 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
• Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers
• Collect information and document bugs with Engineering for product issues that are impacting customers
• Know the technical architecture and specifics of the assigned customers’ Okta setup, and be ready to troubleshoot issues with little or no background required
• Build and maintain strong relationships with technical contacts at assigned customers
• Provide feedback to the training and documentation organizations so that common or emerging issues can be addressed before they become serious or widespread
• Deliver against customer experience and efficiency targets
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
• Assess to risk of product releases, and impending and important date throughout the year, and act to mitigate any identified issues