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 Tier 3 Technical Support Engineer at Okta.
Tier 3 Technical Support Engineers 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 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.
- Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
- Provide technical and non-technical mentoring to Tier 1 and Tier 2 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.
- BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
- 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.
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 n-tier web applications
- Experience supporting REST APIs
- MCSE with concentration in Active Directory 2008 R2 or higher
Okta is an Equal Opportunity Employer
Individuals seeking employment at this company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
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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.