Technical Support Engineer - FED (Night Shift)

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 

Join our team! We’re building a world where Identity belongs to you.

Position Description:

The ideal Support Engineer, Federal is an articulate and seasoned technical specialist who understands and can appreciate the user identity challenges organizations face along their journey to the cloud. You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-growing, learning environment.

Job Duties and Responsibilities:

The Okta Technical Support Engineer, Federal is the primary point of contact on all support related issues for Okta’s Federal customers.  A Support Engineer acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs and to the highest satisfaction levels.    

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. 
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy, and maintain Okta’s suite of security products.
• Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers. 
• Contribute to and maintain repository of product area specific knowledge within support and promote a culture of team knowledge share and collaboration within the application and Lifecycle management SME team.
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
• Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business.
  **PLEASE NOTE: The required hours for this night shift role are 12AM-9AM PT Monday-Friday.

Required Skills:

• 6+ years of customer support, technical support, system administration, or related customer-facing role.
• Familiarity with Networking with a focus on APIs.
• Ability to learn new technologies quickly, and thrives in ambiguity.
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Maintain composure when all those about them have lost theirs. 
• Experience documenting customer issues via Salesforce or a similar CRM ticketing system.
• Experience translating customer issues to appropriate audiences.
• Prior experience providing support to large enterprise customers with the ability to communicate effectively with senior leadership.
• Understanding of multi-factor authentication and smart card experience are a plus.
• Familiarity troubleshooting Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)

Additional requirements:

• PLEASE NOTE: The required hours for this night shift role are 12AM-9AM PT Monday-Friday.
• This position requires the ability to access federal environments and/or have access to protected federal data.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Citizenship, residing in U.S. soil. 
• Ability to work on-call rotation weekends and holidays.

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Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parent