Junior Technical Support Engineer

Poland

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 Junior Technical Support Engineer has a growth mindset with a passion for learning, and demonstrates an intellectual curiosity. If you have technical core skills, are analytical with an attention to detail and a customer-first mentality, have the desire to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, high growth, learning environment, this role is for you.

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.
With mentor support 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.
Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
Collect information and document bugs with Engineering for product issues that are impacting customers.
Provide feedback to the training and documentation organisation so that common or emerging issues can be addressed before they become serious or widespread.
Create process or troubleshooting documentation in the support knowledge base.
Deliver against customer experience and efficiency targets and drive for the delivery of “Best in Class” customer support.
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 similar field
Experience in customer support, technical support, system administration or related customer facing role.
Skilled in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, DMZ, Load balancers and IIS.
Cross-platform OS knowledge [Linux, Mac OS X, Windows]
Exposure to troubleshooting network problems
Understanding of Linux OS and Windows Server administration.
Exposure/understanding on how to maintain, manage, administer access, control and perform upgrades of the server infrastructure supporting all business and infrastructure hosts

Basic understanding of system modifications to accommodate hardware and OS version upgrade.
Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
Ability to learn new technologies quickly and an ongoing passion for personal development.
Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls).
Ability to work as a part of a team and contribute to its ongoing success.
Strong analytical and organisational abilities.
Salesforce or a similar CRM ticketing system

STRONGLY DESIRED SKILLS (Not Essential!):

Experience supporting SaaS/Cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
Experience supporting n-tier web applications. Basic understanding of REST APIs. MCSE with concentration in Active Directory 2008 R2 or higher
Understanding of infrastructure administration SSH and RDP and automation
Basic knowledge of PKI
Experience supporting LDAP, SSO, SAML, or WS Federation, would be a plus

Okta is an Equal Opportunity Employer.

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

Amazing Benefits
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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/.

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Okta

The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 18,800 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.