.Get to know OktaOkta 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.Position Description:The ideal Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into their existing on-premise or hosted user stores. 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: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 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.Function as a subject matter expert within support for Okta's suite of products.Contribute to and maintain repository of knowledge within support and promote a culture of team knowledge share and collaboration within the directories product support group.Stay up to date on emerging technologies, industry trends and best practices around the most common directory solutions and Okta's interlock with them.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.Required Skills:5+ years of customer support, technical support, system administration, or related customer-facing role.BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.Familiarity with Networking at OSI Model Layers 4-7, and troubleshooting through use of appropriate traffic capture tools.Experience in supporting and troubleshooting Active Directory, and LDAP in on-premise environments
