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Customer Centric Engineering Manager

Okta is looking for a Customer Centric Engineer Manager to help us lead and manage an elite and high performing team of Customer Centric engineers who bring unwavering focus on customer success within engineering. This team ensures customer success by troubleshooting, debugging, and proposing fixes to the most complex customer issues escalated by our last tier of Technical 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. This role will also be a champion for development of internal troubleshooting tools for various teams.

This role requires the abilities of both Technical Support and the Software Development 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:

  • Work collaboratively with Engineering leadership and Customer Success to effectively drive customer escalations to resolution
  • Have the ability to help CCE team reconcile competing priorities to arrive at a strategy that will move the needle for the Business
  • 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
  • Track metrics to measure success and hold teams accountable for driving issues to resolution
  • Represent Engineering in calls and meetings with customers
  • 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
  • Set clear expectations and create a positive work environment based on accountability, in collaboration with the engineering and management teams
  • Identify opportunities to propose and manage development of new troubleshooting or performance analysis tools for production operations staff
  • Lead, recruit, and mentor customer centric engineers
  • Participate in and manage an after-hours on-call rotation for critical customer escalations

Minimum REQUIRED Knowledge, Skills, and Abilities:

  • 3+ years in managing Customer Centric Engineering or similar teams
  • 5+ years experience in a Customer Centric Engineering or similar role
  • Knowledge of Internet development technologies (e.g Java, MySQL, Tomcat, Springboot, 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:

  • Bachelors Degree majoring in computer science or equivalent

Okta is an Equal Opportunity Employer

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Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 6,500 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. Over 7,950 organizations, including 20th Century Fox, JetBlue, Nordstrom, Slack, Teach for America and Twilio, trust Okta to help protect the identities of their workforces and customers.

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