Mission Critical Developer Support Engineer @ Okta

Mission Critical Developer Support Engineer

US Remote

Posted on 12/6/2022

INACTIVE

Locations

United States

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Node.js

ASP.NET

Django

Flask

JavaScript

C/C++/C#

Java

NetSuite

PHP

REST APIs

Ruby

Salesforce

Python

Requirements

Familiarity with one statically typed (C++, .NET, Java) OR one dynamically typed language (Python, Ruby, PHP, JavaScript)
Minimum 5+ years of experience in Customer Support, technical support or solutions engineering, preferably customer facing roles
Expertise supporting both classic and modern web stacks (e.g., JSP, Rails, Django/Flask, Node.js. ASP.NET.)
Experience supporting REST APIs
Ability to review code/scripts to build user scenarios using Okta API and SDKs, to reproduce issues
Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person)
Excellent analytical and organizational abilities
BA/BS/MS in Computer Science, Management Information Systems, or equivalent work experience
Amazing Benefits
Making Social Impact
Fostering Diversity, Equity, Inclusion and Belonging at Okta

Responsibilities

Primary technical point of contact for designated Premier Plus customers
Provide well-thought out and reliable direction, both in technical and non-technical terms, to help designated customers integrate and maintain their Okta deployment
Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution
Meet or exceed customer expectations on response quality, timeliness and overall customer experience
Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers
Collect information and document bugs with Engineering for product issues that are impacting customers
Know the technical architecture and specifics of assigned customers' Okta setup, and be ready to troubleshoot issues
Build and maintain strong relationships with technical contacts at assigned customers
Provide feedback to the training and documentation so that common or emerging issues can be addressed before they become serious or widespread
Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues

Desired Qualifications

Experience with support and/or administration of Microsoft server-side stack including (Active Directory, Load Balancers, IIS, Group policies)
Experience working on cloud applications such as Office 365, Google Apps Suite, Salesforce, Workday, Netsuite, Box
Experience with addressing customer escalations and relaying concise and audience-digestible updates to stakeholders
Experience supporting Identity Access Management
Experience supporting LDAP, SSO, SAML, or WS
Experience supporting n-tier web applications

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.

Job Purpose:

The Mission Critical Developer Support Engineer (MCDSE) is an articulate and seasoned technical expert with strong working knowledge of the Okta product. In this role you will be adept at both building relationships and resolving issues. You will be the primary technical point of contact for a small number of Okta’s largest, most strategic customers and will learn their technical architectures and be ready to troubleshoot their issues. You will own or orchestrate resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned customers.

Duties And Responsibilities:  

Primary technical point of contact for designated Premier Plus customers.
Provide well-thought out and reliable direction, both in technical and non-technical terms, to help designated customers integrate and maintain their Okta deployment.
Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Meet or exceed customer expectations on response quality, timeliness and overall customer experience.
Work in close collaboration with Customer Success Managers to receive, manage and expeditiously resolve escalations from assigned customers.
Collect information and document bugs with Engineering for product issues that are impacting customers.
Know the technical architecture and specifics of assigned customers’ Okta setup, and be ready to troubleshoot issues.
Build and maintain strong relationships with technical contacts at assigned customers.
Provide feedback to the training and documentation so that common or emerging issues can be addressed before they become serious or widespread.
Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
Assess the risk of product releases, and impending and important dates throughout the year, and act to mitigate any identified issues.

Qualifications:

Familiarity with one statically typed (C++, .NET, Java) OR one dynamically typed language (Python, Ruby, PHP, JavaScript).
Minimum 5+ years of experience in Customer Support, technical support or solutions engineering, preferably customer facing roles.
Expertise supporting both classic and modern web stacks (e.g., JSP, Rails, Django/Flask, Node.js. ASP.NET.)
Experience supporting REST APIs.
Ability to review code/scripts to build user scenarios using Okta API and SDKs, to reproduce issues.
Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person).
Excellent analytical and organizational abilities.   
BA/BS/MS in Computer Science, Management Information Systems, or equivalent work experience.

STRONGLY DESIRED QUALIFICATIONS: 

Experience with support and/or administration of Microsoft server-side stack including (Active Directory, Load Balancers, IIS, Group policies).
Experience working on cloud applications such as Office 365, Google Apps Suite, Salesforce, Workday, Netsuite, Box.
Experience with addressing customer escalations and relaying concise and audience-digestible updates to stakeholders.
Experience supporting Identity Access Management.
Experience supporting LDAP, SSO, SAML, or WS.
Experience supporting n-tier web applications.

#LI-MM1

#LI-REMOTE

Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:

$117,000—$170,000 USD

The annual base salary range for this position for candidates located in the San Francisco Bay area is between:

$130,000—$188,999 USD

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/Affirmative Action 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/.

Website

Okta provides online identity verification solutions.

Company Overview

Okta provides online identity verification solutions.