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Technical Support Engineer

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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 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:

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

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 an on-premise environments
Experience in supporting and troubleshooting cloud based directory service such as Azure Active Directory and emerging hosted LDAP services
Experience with setup, administration, and support of Office 365 in an enterprise environment with a focus on 3rd party attribute sourcing and authentication federation
A familiarity with Powershell and Usage scenarios
Experience with troubleshooting and supporting cross domain trust and group memberships within enterprise scale Active Directory environment
Cross-platform OS knowledge Mac OS X, Linus Windows (Server/Desktop)
Ability to learn new technologies quickly
Experience in setup of, and troubleshooting Sharepoint Claims providers in enterprise scale sharepoint farms
Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities. Ability to remain calm, composed, and articulate when dealing with tough customer situations.
Experience documenting customer issues via Salesforce or a similar CRM ticketing system
Experience translating customer issues into engineering centric reports via JIRA or other bug reporting systems
Prior experience providing support to large enterprise customers preferably with customer management interaction.
Broad knowledge of, and experience in, fundamental information security concepts.
Experience troubleshooting Active directory group policy and LDAP policies and overlays
Experience with installation and configuration of applications within a Linux environments
Experience setting up and troubleshooting LDAP binding and querying from 3rd party applications into enterprise scale LDAP environments
Strong knowledge and hands on experience troubleshooting Kerberos and
Integrated windows authentication in a Microsoft environment at both the server and client level

#LI-MM1
#LI-Hybrid

What you can look forward to as a Full-Time Okta employee!

Amazing Benefits
Making Social Impact
Developing Talent and Fostering Connection + Community at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Some roles may require travel to one of our office locations for in-person onboarding.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.

Okta Glassdoor Company Review

3.6

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CEO of Okta

Todd McKinnon

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What You Should Know About Technical Support Engineer, Okta

Join Okta as a Technical Support Engineer in Mexico City, where you’ll be part of a vibrant team dedicated to transforming how people interact with technology. At Okta, we prioritize identity as the core of business security and growth, facilitating seamless digital access for our users. As a Technical Support Engineer, you will serve as the primary point of contact for enterprise customers, helping them integrate and deploy our robust suite of identity solutions. You’ll be the voice of the customer, taking ownership of their technical challenges, ensuring timely resolutions, and providing expert guidance that assists in navigating the evolving landscape of cloud technologies. Your responsibilities include troubleshooting complex issues, collaborating closely with product teams, and contributing to our knowledge repository to foster a culture of team collaboration. With your technical depth and customer-first mentality, you inspire trust and make a meaningful impact in a fast-paced environment. At Okta, we celebrate diverse perspectives and seek individuals who are committed to lifelong learning and improvement, ready to advocate for our clients and enhance their experience. This is not just any role; it’s a chance to be at the forefront of technological innovation while helping clients harness the power of identity management. Are you ready to make a difference and work with a company that values your unique experiences? If you have the skills we’re seeking, we invite you to apply and be part of our journey!

Frequently Asked Questions (FAQs) for Technical Support Engineer Role at Okta

What are the main responsibilities of a Technical Support Engineer at Okta?

As a Technical Support Engineer at Okta, your primary responsibilities include providing first-line support to enterprise customers, troubleshooting various technical issues, documenting bugs, and serving as a bridge between customers and the engineering team. You will ensure that customer queries are resolved efficiently while maintaining high-quality service standards.