Developer Support Engineer

Awesome tech is made by awesome people. And we’re always looking for new team members who bring the energy, passion, commitment, and collaboration that has made Auth0 the great company it is today.

So what do we exactly build? Auth0 (by Okta) is an authentication and authorisation platform designed by developers for developers. Basically, we make companies’ login boxes safe, secure, and seamless for anyone logging in. Our mission is to secure the world’s identities so innovators can innovate. But it’s a big mission that requires a lot of teamwork. 

Words, code, or people, whatever your skill, there’s a place for you here

We are seeking individuals with technical support experience to provide complex support services of the Auth0 SaaS solution. This individual will work closely with our customers to provide break-fix support, operational maintenance, and support services. This position is an integral part of Auth0's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast-paced environment.

Responsibilities

• Support and maintain customers who have implemented the Auth0 SaaS solution, resolving technical and non-technical customer issues in a timely fashion
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Operational management of support tickets to meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
• Work as part of our extended support team in a dynamic, fast paced, learning environment, 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
• Create process or troubleshooting documentation in the support knowledge base.
• Collect information and document bugs with Engineering for product issues that are impacting customers
• Collaborate with other departments in the company to achieve customer success

Requirements

• 2 years+ of technical support and/or software development OR 2-5 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 authorisation 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

Shifts

• There may be a requirement to join a rotation for weekend shifts and/or on-call shifts, in order to ensure we can deliver outstanding service, 24x7

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