Technical Support Engineer

Position Description:

The ideal Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into their existing on-premise or hosted user stores. You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-growing, learning environment.

Job Duties and Responsibilities:

A Technical Support Engineer is the primary point of contact for all support related issues for Okta’s enterprise customers.  A TSE acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs.    

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. 
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy, and maintain Okta’s suite of products.
• Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers. 
• Function as a subject matter expert within support for Okta’s suite of products
• Contribute to and maintain repository of knowledge within support and promote a culture of team knowledge share and collaboration within the directories product support group
• Stay up to date on emerging technologies, industry trends and best practices around the most common directory solutions and Okta’s interlock with them
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
  
  

Required Skills:

• 5+ years of customer support, technical support, system administration, or related customer-facing role
• BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.
• Familiarity with networking at OSI Model Layers 3-7, and troubleshooting through use of appropriate tools (HAR/Fiddler captures, Packet/Wireshark captures, Reviewing application logs, SIEM logs, etc.)
• Basic ability troubleshooting common protocols and services for cloud-based services (TCP/IP, DNS, TLS, certificates/PKI, HTTP servers, Web browsers, etc.)
• Familiarity with various Multi-factor authentication (MFA) technologies
• Familiarity with federation/SSO technologies and applications (SAML/WS-Fed, OIDC, and products like Okta, Ping Identity, ADFS, etc.)
• Familiarity with products and services used in a zero-trust modelled environment
• Experience working with RESTful services via APIs with appropriate tools (cURL, Postman, SoapUI or similar)
• Basic knowledge with Powershell/cmd, Bash, and common command-line tools
• Certifications such as Network+, Security+, Cisco CCNA, CISSP
• Experience with configuring enterprise applications in cloud and on-prem environments
• Experience with troubleshooting desktop applications across Windows, Mac OS, and Linux
• Familiarity with cloud based directory services (Okta Universal Directory, Azure Active Directory)
• Familiarity with Active Directory in on-premise environments
• 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.
• Ability to provide high quality notes and documentation when tracking work in a ticketing/case management system (Salesforce, Jira, Service-Now, etc.)
• Ability to provide high quality knowledge transfer, such as creating or updating knowledgebase articles, giving demonstrations, learning session presentations, etc.
• Experience translating customer issues into engineering centric reports via JIRA or other bug reporting systems
• Prior experience providing support to large enterprise customers preferably with customer management interaction.

Bonus Preferred:

• Microsoft certifications related to Azure, Office 365, Windows, Windows Server
• Experience with setup, administration, and support of Office 365 in an enterprise environment with a focus on federation, and features like Autopilot, Windows Hello
• AWS/Google/Microsoft cloud certifications

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