JOB PURPOSE: 

You are an articulate and seasoned technical expert who understands and can appreciate the challenges developers face integrating multiple services into custom apps. You have a technical depth, developer skillset, and a real passion for helping Okta’s customers and partners use our secure, scalable, Identity Platform.

DUTIES AND RESPONSIBILITIES: 

• Provide well-thought-out and reliable advice and troubleshooting for application development with Okta APIs with existing and prospective customers, ISVs, and developers.
• Create process and generate troubleshooting documentation in the support knowledge base.
• Take end-to-end ownership of questions and issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Write code/scripts to build user scenarios using Okta API and SDKs, to reproduce issues.
• Maintain active and cross-functional relationships beyond the Developer Support pod
• Help developers understand how Okta works, and the various technical use cases of the platform.
• Collect information and document bugs with Engineering for API and product issues. 
• Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
• Craft process or troubleshooting documentation in the support knowledge base. 
• Engage and respond to the Okta developer community through Stack Overflow, forums, etc. 
• Deliver against customer experience targets.
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.

QUALIFICATIONS: 

• BA/BS/MS in Computer Science, Management Information Systems, or related discipline
• 5+ year of experience in Customer Support, technical support or software development preferably customer facing role.
• Motivation to work in a leadership role in a technical team. Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities.
• Experience working on cloud applications
• Demonstrated ability to program in one statically typed (C++, .NET, Java) and one dynamically typed language (Python, Ruby, PHP, JavaScript.)
• Expertise supporting both classic and modern web stacks (e.g., JSP, Rails, Django/Flask, Node.js. ASP.NET.)
• Experience supporting REST APIs.
• Real passion for solving issues and advocating for their success, in a dynamic, highly technical environment. Ability to learn new technologies quickly.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)

STRONGLY DESIRED QUALIFICATIONS: 

• Experience mentoring and training Support Engineers to successful outcomes.
• Leadership experience in a technical team.
• Experience supporting Identity Access Management 
• Experience supporting LDAP, SSO, SAML, or WS Federation.
• Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
• Experience supporting n-tier web applications.

((Colorado, New York and Washington only*) Minimum OTE of $103,000/year + equity + benefits))

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