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Senior Technical Support Trainer (San Francisco, CA)

JOB PURPOSE:

Okta Senior Technical Support Trainer develops and delivers comprehensive curriculum to ensure success in our support organization. Focus on technical, soft skills, support compliance, case management. You will develop content based on product direction and quality feedback. These will be delivered via multiple training channels. You are a passionate and solid instructor, inspired communicator, skilled in the delivery of quality training and curriculum projects, enterprise knowledge of support process and delivery. In addition, you will develop expertise in the Okta service and learn all relevant aspects of current and new functionality to ensure ongoing improvement of product knowledge and training / presentation skills. Quality on time deliverables and unwavering focus on customer success are of paramount importance to your success in this position. You demonstrate flexibility and a desire to participate in the growth and scale of a successful global training practice. Job level is in accordance with your experience. 

DUTIES AND RESPONSIBILITIES:  

  • Develop expertise on the job requirements of the support team based on quality data, current product tracks and new business technologies
  • Build out comprehensive training modules based on employee lifecycle stages; content & delivery, assessment, follow up, planning and promotion
  • Work hand in hand with the support quality team on coaching and employee development
  • Ensure success of training delivery, interacting internally and with our various teams to confirm requirements and content is up to date, delivery logistics, knowledge transfer, and follow-up
  • Maintain and incorporate up-to-date product knowledge with the Okta product roadmap and weekly release updates.
  • Collaborate with internal Okta teams (Product Management, Product Marketing, Engineering, Business Development, Professional Services, and Support) to identify success standards and incorporate new Okta product features into the lifecycle training offerings for each unique audience
  • Contribute subject matter expertise to the design and development of Okta technical courseware, learning paths, training assessments, and delivery options
  • Develop training success metrics
  • Develop and maintains process functionality between KCS and curriculum content
  • Adhere to Okta methods, processes, procedures, and policies in the development and delivery of training services
  • Scope, develop, and deliver custom trainings as needed
  • Occasional on call activities
  • Travel to deliver on-site training upon request (30%), international travel required

QUALIFICATIONS:

  • Minimum 8 years in the technology industry with 5+ years of solid experience building and delivering in a technical, soft skills and process training role
  • Minimum of 3 years of Technical Support organization experience, serving Enterprise customers in a technical learning capacity
  • Required skills:
    • Training content and curriculum development
    • Coaching and training – has worked with quality and support to tailor training specific to Technical Support and Call Center teams in a global environment
  • Preferred Skills:
    • Experience with technologies and protocols to support identity federation and robust access control models (e.g., SAML 2.0, WS-Federation, WS-Trust, OAuth, OpenID) directory integration, SSO, multi-factor authentication
    • Experience in Identity and Access Management (IAM) and Security space
    • Active Directory and LDAP experience
    • SaaS experience: Salesforce, Netsuite, Workday
    • Experience with Enterprise Quality standards and soft skills requirements
    • Experience training outside vendors, BPOs and accounting for cultural requirements
  • Delivers informative, well-organized presentations using web-based training delivery technology to technical and non-technical audiences; competently uses appropriate classroom management and audience-engagement methods and techniques
  • Knowledge of quality program and identifying proper channels for delivery based on effectiveness
  • Demonstrates strong written communication skills for the purpose of curriculum development
  • Demonstrates ability to be flexible, transparent and team oriented in a fast growing environment
  • Facilitates productive cross-team interaction and is effectively able to represent the vision and charter of Okta’s Customer First Organization
  • Bachelors Degree or equivalent work experience 

Okta is an Equal Opportunity Employer

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Okta
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Okta is the leading provider of identity for the enterprise. The Okta Identity Cloud connects and protects employees of many of the world's largest enterprises. It also securely connects enterprises to their partners, suppliers and customers. With deep integrations to over 5,000 apps, the Okta Identity Cloud enables simple and secure access from any device. Thousands of customers, including Experian, 20th Century Fox, LinkedIn, Flex, News Corp, Dish Networks and Adobe trust Okta to work faster, boost revenue and stay secure. Okta helps customers fulfill their missions faster by making it safe and easy to use the technologies they need to do their most significant work

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