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Escalation Engineer EMEA (London, UK)

JOB PURPOSE:

Our Escalation Engineers are passionate about making Okta’s customers wildly successful. In this role you will be an articulate and a seasoned technical guru with strong business insight and executive presence. You should be equally comfortable working with customers to solve complex technical issues as you are at handling executive-level customer communications.

 DUTIES AND RESPONSIBILITIES:  

  • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
  • Triage and resolve customer support escalations from multiple inbound channels.
  • Represent Customer Support while engaging with cross-functional teams to drive resolution of escalated issues.
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Manage technical and executive level updates.
  • Provide technical and soft-skills mentoring to Tier 2 Support Engineers.
  • Participate in Technical Escalation On-Call rotation.

 QUALIFICATIONS:

  • BA BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
  • Demonstrated enterprise technical support, system administration, professional services or related customer facing role, with experience in a senior technical role.
  • Excellent relationship management, customer service and communication skills.
  • Ability to remain calm, composed and articulate when dealing with difficult customer situations.
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
  • Ability to quickly and accurately assess the technical aspects of a problem
  • Ability to work independently with little direct supervision and as a part of a team.
  • Excellent analytical and organizational abilities.

STRONGLY DESIRED SKILLS:

  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
  • Experience supporting Identity Access Management solutions.
  • Experience supporting, 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.

 

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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