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Customer Centric Engineering Lead

Position Description:

This position, as part of Engineering, will be leading an elite team of high performing software engineers who ensure customer success by troubleshooting, debugging, and proposing fixes to the most complex customer issues escalated by Support. You will drive cross-functional response to critical technical incidents, acting as quarterback and customer advocate within R&D, and represent the Technology organization to customers and our Support organization. Manage development of internal performance analysis and troubleshooting tools for production operations staff.

This role requires the abilities of both Tier 3 and the Software Development team to act as an interlink, as well as being able to understand the overall Okta infrastructure. You get a seat at the table to represent and drive engineering for customer success. The ideal candidate will share our passion and great pride in customer first culture.


Job Duties and Responsibilities:

• Lead the team to effectively resolve escalated customer cases
• Troubleshoot, debug, and propose bug fixes or architectural changes (within Okta or with regard to customer side integration or customization)
• Understand customer use cases, work with support and escalation teams closely to be an effective liaison between engineering and support
• Track and follow-up on escalations
• Provide executive summary on status of various cases that are escalated to engineering
• Collaborate cross-functionally to solve hard technical problems
• Mentor and coach junior team members
• Identify opportunities to propose and manage development of new troubleshooting or performance analysis tools for production operations staff
• Participate in and manage an after-hours on-call rotation for critical customer escalations


Minimum REQUIRED Knowledge, Skills, and Abilities:

• 5+ years experience in a Customer-Centric Engineering or similar role
• Knowledge of Internet development technologies (e.g Java, MySQL, Tomcat, Spring-boot, REST)
• Action-oriented with strong organizational, analytical, and problem-solving skills
• Highly adaptable, fast learner, and resourceful
• Proven experience in large scale, multi-tenant production environment
• Dependable, motivated, self-starter with the ability to work independently
• Experience in the Identity space is a definite plus


Education and Training:
Master or Bachelors Degree majoring in computer science or equivalent

 


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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