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.

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

Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.

Exceed customer expectations on response quality, timeliness of responses and overall customer experience.

Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.

Work as part of our extended support team in a startup atmosphere, 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 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/or software development OR 3 years+ of solid 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

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; ideally JavaScript

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The Okta Experience

Supporting Your Well-Being

Driving Social Impact

Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.

Senior Developer Support Engineer

Job Description