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Okta offers identity access mgmt for apps & devices
 
Engineering, Full Time    Remote, New York City    Posted: Tuesday, December 04, 2018
 
   
 
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JOB DETAILS
 

JOB PURPOSE:

The Tier 2 Technical Support Engineer is an articulate & seasoned technical guru who understands & can appreciate the challenges organizations face in implementing & integrating cloud technologies into complex IT environments across heterogeneous operating environments. If you have technical depth & a customer-first mentality, the desire to take the initiative to own & resolve customer issues, & interest in working in a dynamic, high growth, learning environment, this role is for you.

DUTIES AND RESPONSIBILITIES:

  • Provide well-thought out & reliable direction, both in technical & non-technical terms, to help customers integrate, deploy & maintain the Okta service.
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause & issue resolution.
  • Meet or exceed customer expectations on response quality, timeliness of responses & overall customer experience.
  • Serve as internal & external point of contact on customer issues & ensure they are resolved as expediently as possible.
  • Collect information & document bugs with Engineering for product issues that are impacting customers.
  • Provide feedback to the training & documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
  • Create process or troubleshooting documentation in the support knowledge base.
  • Deliver against customer experience & efficiency targets.
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements & new ways to delight customers.

QUALIFICATIONS:

  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
  • 2 - 3 years of Customer Support, technical support, system administration or related customer facing role.
  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies & IIS.
  • Passion for solving customer issues & advocating for their success, in a fast paced, highly technical environment.
  • Ability to learn new technologies quickly.
  • Excellent relationship management, customer service & communication skills in variety of forms (written, live chat, conference calls, in-person.)
  • Ability to work independently with little direct supervision & as a part of a team.
  • Excellent analytical & organizational abilities.
  • Ability to remain calm, composed & articulate when dealing with tough customer situations.

STRONGLY DESIRED SKILLS:

  • Experience supporting Identity Access Management solutions.
  • Experience supporting LDAP, SSO, SAML, or WS Federation.
  • Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
  • Experience supporting n-tier web applications.
  • Experience supporting REST APIs.
  • MCSE with concentration in Active Directory 2008 R2 or higher.

CORE COMPETENCIES:

  • Technical Passion & Drive
  • Problem Solving & Analysis
  • Analytical Skills
  • Customer Focus
  • Active Listening
  • Communications

Okta is an Equal Opportunity Employer.

#LI-TM1

 
 
 
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