GET TO KNOW OKTA

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.
Join our team! We’re building a world where Identity belongs to you.

EXPERIENCE WE ARE LOOKING FOR

• BA/BS/MS in Computer Science, Management Information Systems, or related discipline & relevant experience applies
• 10+ years, in enterprise technical support, system administration, or related customer-facing roles, with at least 5 years in a senior technical role
• Excellent relationship management, customer service, and communication skills
• Ability to remain calm, composed, and articulate when dealing with difficult customer situations
• Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
• Ability to quickly and accurately assess the technical aspects of a problem
• Ability to work independently with little direct supervision and as a part of a team
• Outstanding analytical and organizational abilities

OTHER RELEVANT KNOWLEDGE

• Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, and IIS
• Identity Access Management solutions
• SSO, SAML, or WS Federation
• Cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
• Understanding of supporting n-tier web applications
• REST APIs
  

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JOB PURPOSE

You are a “problem solver” who is driven by going the distance to make Okta’s customers successful. You are an articulate and seasoned technical expert with strong business acumen and executive presence who can work across levels of both internal (Okta) and external organizations (customers).
You are equally adept at liaising with internal teams e.g. support, customer success managers, and engineering teams to solve critical issues for customers and manage executive-level customer communications. Further, you will have the ability to influence outcomes due to having built and maintained a relationship as a trusted advisor with peers and customers.
Most importantly, this role is part of a larger team of highly effective professionals who work closely to successfully represent Okta support and engineering teams in some of the most challenging customer situations.

DUTIES AND RESPONSIBILITIES

• Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
• Triage and Resolve Customer Support Escalations from multiple inbound channels
• Represent Customer Support while engaging with cross-functional teams to drive the resolution of escalated issues
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Manage technical and executive-level updates as driven by customer requirements
• Provide technical and soft-skills mentoring to Support Engineers
• Participate in On-Call rotation