# Technical Support Engineer

**Company**: Okta
**Location**: Mexico City, Mexico
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/okta/jobs/6725699?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b602c184-f31

## Description

We are seeking a Technical Support Engineer to join our team. As a Technical Support Engineer, you will be the primary point of contact for all support-related issues for Okta's enterprise customers.

Responsibilities:

- 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 technical support and best practice guidance 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.

- Stay up to date on emerging technologies, industry trends, and best practices around directory solutions and Okta's interlock with them.

- Push creative thinking beyond existing industry-standard practices to come up with process improvements and new ways to delight customers.

Requirements:

- 5+ years of customer support, technical support, system administration, or related customer-facing role.

- BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.

- Familiarity with networking at OSI Model Layers 3-7, and troubleshooting through use of appropriate tools.

- Basic ability troubleshooting common protocols and services for cloud-based services.

- Familiarity with various Multi-factor authentication (MFA) technologies.

- Familiarity with federation/SSO technologies and applications.

- Familiarity with products and services used in a zero-trust modelled environment.

- Experience working with RESTful services via APIs with appropriate tools.

- Basic knowledge with Powershell/cmd, Bash, and common command-line tools.

- Certifications such as Network+, Security+, Cisco CCNA, CISSP.

- Experience with configuring enterprise applications in cloud and on-prem environments.

- Experience with troubleshooting desktop applications across Windows, Mac OS, and Linux.

- Familiarity with cloud-based directory services.

- Familiarity with Active Directory in on-premise environments.

- Excellent relationship management, customer service, and communication skills.

- Ability to work independently with little direct supervision and as a part of a team.

## Skills

### Required
- Customer Support
- Technical Support
- System Administration
- Networking
- Troubleshooting
- Multi-factor Authentication
- Federation/SSO
- RESTful Services
- API
- Powershell
- Bash
- Command-line tools
- Certifications
- Enterprise Applications
- Cloud-based Directory Services
- Active Directory

### Nice to have
- Microsoft certifications
- Azure
- Office 365
- Windows
- AWS
- Google cloud certifications

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/okta/jobs/6725699?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)