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Tier 2 Technical Support Engineer (Boston, MA)

JOB PURPOSE:

The Tier 2 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.
  • 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 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.

QUALIFICATIONS:

  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
  • 2 - 3 years of Customer Support, technical 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 and IIS.
  • 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.

STRONGLY DESIRED SKILLS:

  • 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. 

CORE COMPETENCIES:

  • Technical Passion and Drive
  • Problem Solving and Analysis
  • Analytical Skills
  • Customer Focus
  • Active Listening
  • Communications

Okta is an Equal Opportunity Employer. 

#LI-TM1

 
Okta
The foundation for secure connections between people and technology

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

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.

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