Senior Developer Support Engineer

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Responsibilities

Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion

Operational management of Support tickets

Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction

Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.

Exceed customer expectations on response quality, timeliness of responses and overall customer experience.

Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.

Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations

Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices

Collaborate with other departments in the company to achieve customer satisfaction

Contribute to and maintain repository of product area specific knowledge and promote a culture of team knowledge sharing and collaboration within Support.

Requirements

5 years+ of technical support and/or software development OR 3 years+ of solid experience in a business or technical analyst role for medium to large scale business software implementation projects

Strong analytical and problem-solving skills

Self-starter — able to come up to speed on complex, difficult concepts with minimal assistance

Ability to quickly context-switch between multiple complex work streams

Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues

Customer-obsessed attitude — a customer advocate, always going the extra mile

Team player with solid communication and presentation skills

Proactivity — identify opportunities and take preemptive action against potential problems

Continuous growth — permanently look for areas of improvement, make plans on how to improve them, and execute those plans

Technical Domain Focus

Knowledge of software development fundamentals and common architectures

Knowledge of HTTP, encryption, basic security concepts

Understanding of authentication and authorization concepts

Knowledge of one or more auth protocols/specifications: Oauth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.

Proficient in at least one programming language; ideally JavaScript

#LI-Onsite

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