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Escalation Architect

JOB PURPOSE:

The Escalation Architect is an identity and access management guru and an Okta technical subject matter expert. As an Escalation Architect, you are a key member of Okta's Customer Success organization, providing deep technical guidance to internal stakeholders and Okta customers. You will serve as the final, most knowledgeable point of escalation for Okta product issues and technical questions, and will provide product roadmap and architectural advice. When product functional gaps are identified, you will collect the customer’s business requirements, partner with Product teams to translate the requirements into detailed enhancement requests and advise customers on alternative solutions and potential work-arounds. As an Escalation Architect you will work cross functionally to help raise the “technical game” for Okta’s customer facing teams, and influence the capabilities and reach of the product by surfacing product gaps and championing customer use cases and requirements.

 

DUTIES AND RESPONSIBILITIES:  

  • Serve as the primary subject matter expert for one or more Okta technical categories for the Customer Success organization.
  • Be the final escalation point for the technically complex ACE issues and triage escalated issues to identify the nature of the issue (bug, product gap, etc.)
  • Deliver accurate answers to complex product-functional questions and, where possible, suggest workarounds where product functionality gaps exist.
  • Conducting discovery workshop to derive customer requirements, specifications, and business processes.
  • Identify and document technical and functional requirements for Okta product gaps and partner with Products team to incorporate into the Okta product roadmap.
  • Develop technical requirements for the Okta platform and related cloud-computing services.
  • Partner with internal Okta partners to advocate on behalf of customers and drive alignment on specific business cases and strategy.
  • Educate internal team on new features and releases; provide input on learning roadmaps for areas of expertise.
  • Be the voice of the customer and collect feedback to drive continuous improvement based on escalated issues and customer engagements.
  • Develop business processes and systems to ensure SLA adherence for ACE escalations.
  • Document complex use case solutions and work arounds for escalated issues to help scale the Customer Success technical knowledge.
  • Develop business processes and systems to aid in prioritizing critical/escalated feature requests.
  • Develop strong relationships and stake groups (e.g., Products, Engineering) to facilitate high degree of collaboration and rapid responses to escalated issues.
  • Attend Product Technical Enablement and Product Roadmap sessions to maintain highest possible product functional awareness.
  • Assist in ensuring ACE SME program SLA adherence.
  • Other duties as required.

 

QUALIFICATIONS:

  • BA/BS/MS in Computer Science, Management Information Systems, or comparable experience
  • 10+ years of IT / software development, solution design and technical architecture, implementation and/or advanced technical support experience with focus on Cloud Computing Solutions.
  • 4+ years in a technical advisor role to Web 2.0 and Fortune 1000
  • 3+ years of experience implementing, administering, supporting Okta
  • 1+ year experience as an Okta ACE Subject Matter Expert or equivalent experience
  • Strong knowledge in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS
  • Strong knowledge of LDAP, Active Directory, SAML, SPML, SSO, RBAC
  • Legacy and web-based systems interfaces, Application Programmable Interfaces (APIs)
  • Ability to design and implement reliable, scalable, high performing Web based solutions that meet the service levels associated with mission-critical Identity and Access Management based solutions
  • Demonstrated ability to work and interact with CxOs and high-level customer executives
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment
  • Experience in conducting discovery to derive customer business requirements and use-case
  • Demonstrated knowledge of Software Development Lifecycle (SDLC) methodology
  • Demonstrated knowledge of Product Lifecycle Management (PLM) methodology
  • Strong organizational skills and project management capababilities
  • Communicates effectively with customers to identify needs and evaluate alternative technical solutions
  • Communicates with internal and external customers and all levels of management
  • Effectively communicates technical information to non-technical audiences
  • Proficient in communicating difficult/sensitive information tactfully

 

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 

Okta is an Equal Opportunity Employer.

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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.

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