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.