Senior IT Support Engineer

Tokyo, Japan

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.

Be part of a growing team committed to delivering exceptional support experiences that enable Dynamic Work across Okta. Technology is at the center of everything we do, and our Global Support team plays a critical role in supporting both employees and workspaces through world-class service and innovation.

We’re looking for a Senior IT Support Engineer who’s passionate about helping people, solving problems, and making tech just work. In this role, you’ll be a go-to expert for resolving IT issues quickly, keeping things running smoothly, and making sure our employees have the tools and support they need to do their best work.

In this role, you’ll be part of a globally distributed team, providing both remote and onsite support. Whether it’s via Slack, Zoom, or email, you’ll be helping folks troubleshoot everything from account access to hardware issues, and escalating more complex issues when needed.

You’ll also play a big part in sharing knowledge, championing smart technology solutions, and keeping security top of mind in everything you do. We're looking for someone who’s not just great at fixing problems, but also loves improving the way things work and has a strong employee-first mindset.

This isn’t your typical help desk role - we’re transforming how people work, and we’re having a lot of fun doing it. You’ll work on interesting challenges, use data to guide decisions, and help shape an incredible employee experience along the way.

Job Duties and Responsibilities:

IT Support

    • Deliver a first-class support experience to Okta employees and contractors in APJ and globally
    • Aim for first-touch resolution while balancing priorities in a dynamic environment
    • Provide real-time support via Slack and Zoom, escalating when needed
    • Offer onsite support in Tokyo and travel to other offices or vendor sites as required
    • Support onboarding/offboarding processes, including app provisioning and de-provisioning
    • Quickly adapt to new tools and systems to support organizational change
    • Communicate clearly and professionally with employees at all levels across regions
    • Use ServiceNow to manage and resolve tickets within defined SLAs

Project Management

    • Engage and manage requirements for Business Technology initiatives
    • Proactively support cross-functional projects and company-wide efforts

Continuous Improvement Champion

    • Identify and suggest process improvements to enhance team effectiveness
    • Share knowledge by documenting solutions and best practices
    • Remain flexible to support training and team needs as required
    • Collaborate with leadership to identify enablement opportunities
    • Engage in cross-team initiatives, syncs, and learning sessions

Required Knowledge, Skills, and Abilities:

  • 3+ year supporting internal or external customers in an IT Helpdesk environment
  • Ability to communicate and translate in Japanese and Business English
  • 3+ years experience supporting Mac and Windows devices
  • 3+ years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems 
  • 2+ years supporting video conferencing systems preferable
  • Experience supporting high priority escalations and high-pressure situations
  • Strong ability to prioritize multiple tasks to ensure support for your customers and team
  • Additional skills or certifications a plus:
    • Okta 
    • Google Suite 
    • JAMF
    • Workspace One
    • Okta
    • ServiceNow
    • Atlassian Suite
    • Google Suite
    • Slack 
    • Salesforce 

#LI-Onsite

#LI-BF1

What you can look forward to as a Full-Time Okta employee!

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/.

Some roles may require travel to one of our office locations for in-person onboarding.

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 complete any part of the job application, interview process, or onboarding 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/

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