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.

Do you have a passion for technology? Do you love solving problems? Are you someone that enjoys working at the forefront of technology and finding your path to help customers and peers? If so, we want you as a Team Lead at Okta. 

Team Leads are articulate and seasoned technical gurus with experience working in a fast-paced, high-growth, learning environment. You understand the challenges organizations face in implementing and integrating cloud solutions into complex IT environments. You will have the ability to quickly assess and resolve complex problems across a broad range of Okta and 3rd party technologies. In this customer facing role you are a one-to-many solver, identifying where we have opportunities and risks, working directly with customers and enabling support teams to grow their skills. 

DUTIES AND RESPONSIBILITIES: 

• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service
• Collect information and document bugs with Engineering for product issues that are impacting customers
• Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
• Build relationships between Customer Support and Product / Engineering teams
• Utilize technical acumen and historical product knowledge to identify issues and drive new bugs to EEP and PRIO with a high degree of accuracy
• Meet or exceed customer expectations on overall customer experience
• Provide technical and non-technical mentoring to Technical Support Engineers
• Author and review knowledge base content to drive support scalability and improve customer self service capabilities
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
• Provide real-time technical guidance to Pod members via Slack, Salesforce, and/or Jira as a product area SME
• Provide supplemental ad-hoc technical and process training for newly on-boarding TSEs
• Work with training and multiple support teams to ensure upkeep of learning paths for Pod area and ensure that Transfer of Information (TOI) occurs for new features/versions
• Recognize technical trends and offer supportability improvements for product area
• Assist managers with case reassignment
• Assist with technical backlog reviews to determine areas where technical training is needed, in support of reduced time-to-resolution
• Collaborate cross-functionally with other Pod leads, in support of process consistency and visibility into product updates across the Okta portfolio
• Ensure that the team is always ahead of potential customer success blockers by proactively determining which customer issues require more visibility, escalation, or added technical expertise
•  Participate in scheduled on-call rotations for urgent customer impacting issues

REQUIRED SKILLS:

• 8+ years of customer support, technical support, system administration or related customer facing role, with at least 3 years in a senior technical role
• Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS
• Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment
• Ability to learn new technologies quickly
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person)
• Ability to work independently with little direct supervision and as a part of a team
• Excellent analytical and organizational abilities
• Ability to remain calm, composed and articulate when dealing with tough customer situations

STRONGLY DESIRED QUALIFICATIONS:

• Experience supporting Identity Access Management solutions
• Experience supporting LDAP, SSO, SAML, or WS Federation
• Experience supporting REST APIs
• Experience in troubleshooting and supporting Active Directory and LDAP Environments
• Experience with working on multi-vendor issues and escalations

CERTIFICATION REQUIREMENTS:

• Okta Certified Administrator (preferred)
• Okta Certified Professional (preferred)
• Okta Certified Consultant (To be completed within 90 days of being in role)
• This position requires the ability to access federal environments and/or have access to protected federal data.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.

Okta is an Equal Opportunity Employer 

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. 

#LI-Remote

What you can look forward to as an Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta 

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.