Team Lead, Directories

JOB PURPOSE:

Do you have a passion for technology? Do you love solving problems? Do you want to transform the IT industry by accelerating the shift to cloud computing and mobile devices? If so, we want you as a Team Lead at Okta. 

Team Leads are articulate and seasoned technical gurus with experience working in a fast-paced, high-growth, learning environment, and understand the challenges organizations face in implementing and integrating cloud solutions into complex IT environments. You will have the ability to quickly assess and resolve complex problems across a broad range of Okta and 3rd party technologies

DUTIES AND RESPONSIBILITIES: 

  • Drive resolution of technical escalations, including identification of root cause and issue resolution.
  • Collect information and document bugs with Engineering for product issues that are impacting customers.
  • Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
  • Provide interface between Customer Support and Product / Engineering teams.
  • Utilize technical acumen and  historical product knowledge to drive new bugs to EEP and Prio with a high degree of accuracy.
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Provide technical and non-technical mentoring to Technical  Support Engineers.
  • Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.
  • Author and Review knowledge base content to drive support scalability and improve customer self service capabilities.
  • Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
  • Deliver against customer experience and efficiency targets. 
  • Provide real-time technical guidance to Pod members via Slack, Salesforce, and/or Jira as a product area SME.
  • Knowledge Domain Expert (KDE) - oversees knowledge area and enables knowledge-centered service/support (KCS) coaches.
  • Weekly PRIO review of Jira cases for product area and interlock with in-region team lead of corresponding product areas to facilitate prioritization of issues for out of region customers.
  • Organize daily warm handoff standups from region to region.
  • Provide supplemental ad-hoc technical and process training for newly on-boarding TSEs.
  • Technical Point Of Contact (POC) for escalations and Yellow/Red Alerts.
  • Work with training and multiple support teams to ensure upkeep of learning paths for Pod area and ensure that Transfer of Information (TOI) occurs for new features/versions.
  • Recognize technical trends and offer supportability improvements for product area.
  • Work closely with community team to coordinate responses to community posts
  • Assist managers with case reassignment.
  • Assist with technical backlog reviews to determine areas where technical training is needed, in support of reduced time-to-resolution.
  • Collaborate cross-functionally with other Pod leads, in support of process consistency and visibility into product updates across the Okta portfolio.
  • Ensure that the team is always ahead of potential customer success blockers by proactively determining which customer issues require more visibility, escalation, or added technical expertise.
  • Occasionally taking part in scheduled on-call rotations for urgent customer impacting issues.

 

QUALIFICATIONS:

  • 8+ years of customer support, technical support, system administration or related customer facing role, with at least 3 years in a senior technical role.
  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
  • 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. 
  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline.

 

STRONGLY DESIRED QUALIFICATIONS:

  • 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 REST APIs.
  • Experience in troubleshooting and supporting Active Directory and LDAP Environments.

 

CERTIFICATION REQUIREMENTS:

  • Okta Certified Administrator.
  • Okta Certified Professional.
  • Okta Certified Consultant (To be completed within 90 days of being in Role).

Okta is an Equal Opportunity Employer 

#LI-Remote

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Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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