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Okta // identity access management for apps & devices
 
Engineering, Full Time    London    Posted: Wednesday, July 28, 2021
 
   
 
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JOB DETAILS
 

Okta is the foundation for secure connections between people & technology. By harnessing the power of the cloud, Okta allows people to access applications on any device at any time, while still enforcing strong security protections. It integrates directly with an organizations existing directories & identity systems, as well as 6,500+ applications.   Because Okta runs on an integrated platform, organizations can implement the service quickly at large scale & low total cost.   Thousands of customers, including Adobe, LinkedIn & Gatwick Airport, trust Okta to help their organizations work faster, boost revenue, & stay secure.   To learn more about Okta, visit: https://www.okta.com

JOB PURPOSE:

The 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 & drive for the delivery of Best in Class customer support.
  • 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. 
  • 5+ years of customer support, technical support, system administration or related customer facing role. 
  • Proven experience in a Customer support role for large enterprise customers (for example fortune 500 customers)
  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, DMZ, Load balancers & IIS. 
  • Cross-platform OS knowledge [Linux, Mac OS X, Windows] 
  • Skill in troubleshooting network problems & discussing network design as it pertains to systems 
  • Providing Linux OS & Windows Server administration skills to maintain, manage, administer access, control & perform upgrades of the server infrastructure supporting all business & infrastructure host. 
  • Installing & hardening Linux operating systems & for applying security & recommended patches on a regularly scheduled basis 
  • Performing system modifications to accommodate hardware & OS version upgrade. 
  • Real 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. 
  • Salesforce or a similar CRM ticketing system 

 STRONGLY DESIRED SKILLS:

  • Experience supporting Identity Access Management solutions. Experience supporting LDAP, SSO, SAML, or WS Federation 
  • Experience supporting SaaS/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 
  • Basic scripting skills [BASH, Python, etc.] 
  • Understanding of infrastructure administration SSH & RDP & automation 
  • Sound knowledge of Linux/Unix architectures & debugging 
  • Basic knowledge of PKI 
  • Certifications: Okta Certified Profession & Okta Certified Administrator, MCSE, AWS and/or Azure certifications 
  • In addition to English written/spoken language skills, French and/or German Language skills are also desirable

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative & successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies & provides flexible benefits & collaborative work environments/experiences, empowering employees to work productively in a setting that best & uniquely suits their needs.  Find your place at Oktahttps://www.okta.com/company/careers/.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Oktas privacy practices can be found at: https://www.okta.com/privacy-policy.

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