Senior Technical Support Engineer, Korea

Seoul, South Korea

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.

Okta에 대해 알아보기

Okta는 세계적인 Identity 회사입니다. 누구나 어디서나, 어떤 디바이스나 앱에서든 모든 기술을 안전하게 사용할 수 있도록 지원합니다. 당사의 워크포스 및 고객 ID 클라우드는 안전하고 유연한 액세스, 인증 및 자동화를 지원하여 사람들이 디지털 세계에서 이동하는 방식을 혁신함으로써 ID를 비즈니스 보안과 성장의 중심에 두고 있습니다.

Okta는 다양한 관점과 경험을 소중히 여깁니다. 우리는 모든 항목을 충족하는 사람을 찾는 것이 아니라 평생 학습하는 사람, 자신만의 독특한 경험으로 우리를 더 나은 회사로 만들 수 있는 사람을 찾고 있습니다.

저희 팀에 합류하세요! Identity가 여러분의 것이 되는 세상을 만들고 있습니다.

직무 목적

선임 기술 지원 엔지니어는 조직이 다양한 운영 환경 전반의 복잡한 IT 환경에 클라우드 기술을 구현하고 통합하는 과정에서 직면하는 문제를 이해하고 이를 해결할 수 있는 명료하고 노련한 기술 전문가입니다. 기술적인 깊이와 고객 우선 사고방식, 고객 문제를 주도적으로 소유하고 해결하려는 열망, 역동적이고 고성장하는 학습 환경에서 일하는 데 관심이 있다면 이 역할은 여러분을 위한 것입니다.

의무 및 책임

고객이 Okta 서비스를 통합, 배포 및 유지 관리할 수 있도록 기술 및 비기술적인 측면에서 신중하고 신뢰할 수 있는 방향을 제시합니다.
초기 문제 해결, 근본 원인 파악 및 문제 해결을 포함하여 고객 문제에 대한 엔드투엔드 소유권을 확보합니다.
응답 품질, 응답의 적시성 및 전반적인 고객 경험에 대한 고객의 기대치를 뛰어넘습니다.
고객 문제에 대한 내부 및 외부 연락 창구 역할을 하며 가능한 한 신속하게 문제를 해결합니다.
고객에게 영향을 미치는 제품 문제에 대해 엔지니어링 팀과 함께 정보를 수집하고 버그를 문서화합니다.
교육 및 문서화 조직에 피드백을 제공하여 일반적이거나 새로운 문제가 심각하거나 광범위하게 확산되기 전에 해결할 수 있도록 합니다.
지원 지식창고에 프로세스 또는 문제 해결 문서를 작성합니다.
고객 경험 및 효율성 목표를 달성합니다.
기존 업계 표준 관행의 경계를 넘어 창의적인 사고를 발휘하여 프로세스 개선과 고객 만족을 위한 새로운 방법을 제시합니다..

우리가 찾고 있는 경험

컴퓨터 과학, 경영 정보 시스템 또는 관련 분야의 학사/석사/석사 학위.
8년 이상의 엔터프라이즈 기술 소프트웨어 지원, 고객 지원, 시스템 관리 또는 관련 고객 대면 역할 경력.
윈도우 서버, 윈도우 워크스테이션, 액티브 디렉토리, DNS, DHCP, 그룹 정책, DMZ, 로드 밸런서 및 IIS를 포함한 핵심 Microsoft 제품 스택에 대한 전문 지식.
크로스 플랫폼 OS 지식[Linux, Mac OS X, Windows]
네트워크 문제를 해결하고 시스템과 관련된 네트워크 설계에 대해 논의하는 기술
모든 비즈니스 및 인프라 호스트를 지원하는 서버 인프라의 유지, 관리, 액세스 관리, 제어 및 업그레이드를 수행할 수 있는 Linux OS 및 Windows Server 관리 기술 제공.
Linux 운영 체제를 설치 및 강화하고 정기적으로 보안 및 권장 패치 적용.
하드웨어 및 OS 버전 업그레이드를 수용하기 위해 시스템 수정 수행.
빠르게 변화하는 고도의 기술 환경에서 고객의 문제를 해결하고 고객의 성공을 옹호하는 진정한 열정. 새로운 기술을 빠르게 습득할 수 있는 능력. 다양한 형태(서면, 실시간 채팅, 전화 회의, 대면)의 뛰어난 관계 관리, 고객 서비스 및 커뮤니케이션 기술.
직접적인 감독을 거의 받지 않고 팀의 일원으로 독립적으로 일할 수 있는 능력. 뛰어난 분석 및 조직 능력. 어려운 고객 상황을 처리할 때 침착하고 침착하며 명료한 태도를 유지할 수 있는 능력.
Salesforce 또는 이와 유사한 CRM 티켓팅 시스템 사용
영어 및 한국어 유창성 필수

선호하는 기술/경험

ID 액세스 관리 솔루션 지원 경험. LDAP, SSO, SAML 또는 WS 페더레이션 지원 경험
Office 365, Google Apps, Salesforce, Workday, NetSuite, Box 등과 같은 클라우드 애플리케이션 지원 경험.
n-티어 웹 애플리케이션 지원 경험. REST API 지원 경험. Active Directory 2008 R2 이상에 집중하여 취득한 MCSE
기본 스크립팅 기술 [BASH, Python 등]
인프라 관리 SSH 및 RDP 및 자동화에 대한 이해
리눅스/유닉스 아키텍처 및 디버깅에 대한 기본 지식
PKI에 대한 기본 지식
자격증 Okta 공인 프로페셔널 및 Okta 공인 관리자, MCSE, AWS 및/또는 Azure 자격증

JOB PURPOSE

The Senior Technical Support Engineer is an articulate and seasoned technical guru who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments across heterogeneous operating environments. If you have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and 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.
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
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 organization 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.
Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

EXPERIENCE WE ARE LOOKING FOR

BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
8+ years of enterprise technical software support, customer support, system administration or related customer facing role.
Expertise 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]
Skill in troubleshooting network problems and discussing network design as it pertains to systems
Providing Linux OS and Windows Server administration skills to maintain, manage, administer access, control and perform upgrades of the server infrastructure supporting all business and infrastructure host.
Installing and hardening Linux operating systems and for applying security and recommended patches on a regularly scheduled basis
Performing 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. Excellent relationship management, customer service and communication skills in 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.
Salesforce or a similar CRM ticketing system
Fluency in English and Korean is essential

DESIRED SKILLS/EXPERIENCE

Experience supporting Identity Access Management solutions. Experience supporting LDAP, SSO, SAML, or WS Federation
Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
Experience supporting n-tier web applications. Experience supporting REST APIs. MCSE with concentration in Active Directory 2008 R2 or higher
Basic scripting skills [BASH, Python, etc.]
Understanding of infrastructure administration SSH and RDP and automation
Sound knowledge of Linux/Unix architectures and debugging
Basic knowledge of PKI
Certifications: Okta Certified Profession and Okta Certified Administrator, MCSE, AWS and/or Azure certifications

#LI-Remote

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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.