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Staff Customer Centric Engineer

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Okta

2mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Software Engineering
  • London

AI generated summary

  • You need 8+ years in a multi-tenant production environment, experience in customer-centric engineering, and web development skills in Java, MySQL, Tomcat, SAML, OAuth, OIDC, REST, and Public Cloud. Strong analytical skills, adaptable, and a Bachelor's Degree in computer science or equivalent.
  • You will troubleshoot, analyze logs, propose bug fixes, collaborate with Dev teams, work with support for customer issues, develop tools, mentor team members, and provide high-quality customer support in an on-call rotation.

Requirements

  • 8 + years of industry experience working in a large scale, multi-tenant production environment
  • Experience in a Customer Centric Engineering or sustaining team role
  • Experience of working with Internet development technologies including Java, MySQL, Tomcat, SAML, OAuth, OIDC, REST, Public Cloud.
  • Action oriented with strong analytical, and problem solving skills
  • Highly adaptable, fast learner, and resourceful
  • Dependable, motivated, self-starter with the ability to work independently
  • Experience in the Identity/IAM space is a definite plus
  • Education and Training:
  • Bachelor's Degree majoring in computer science or equivalent

Responsibilities

  • Troubleshoot, debug, analyze logs, profile code and propose bug fixes or architectural changes (within Okta or with regard to customer side integration or customization)
  • Work closely with Dev teams to propose fixes or design changes
  • Build and employ tools & automation where needed.
  • Understand customer use cases, work with support and escalation teams closely to be an effective liaison between engineering and support
  • Take complete ownership and follow-up on escalations
  • Provide summary on status of various cases that are escalated to engineering
  • Collaborate cross-functionally to solve hard technical problems
  • Mentor and coach junior team members as we build out the team
  • Identify opportunities to propose new troubleshooting or performance analysis tools for production operations staff
  • Deep dive, insist on high standards and always put customers as the highest priority.
  • Participate in after-hours on-call rotation for critical customer escalations

FAQs

What is the main focus of the Customer-Centric Engineering team?

The Customer-Centric Engineering team focuses on troubleshooting, debugging, and proposing fixes to complex customer issues escalated by the last tier of Technical Support. They ensure customer success by earning the trust of internal engineering, support, and customers.

What skills are required for the Staff Customer Centric Engineer role?

The ideal candidate for this role should have the abilities of both a Software Engineer and Tier 3 Customer Support, as well as a passion for customer-first culture. They should have strong problem-solving skills and excellent communication and collaboration abilities.

What opportunities are available for the Staff Customer Centric Engineer to further develop their skills?

In addition to troubleshooting customer issues, the Staff Customer Centric Engineer will have opportunities to champion the development of internal tools to improve efficiency in troubleshooting escalations. This allows for continuous learning and skill development within the role.

Okta

The World's Identity Company

Technology
Industry
1001-5000
Employees
2009
Founded Year

Mission & Purpose

Okta is the leading independent identity provider. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With more than 7,000 pre-built integrations to applications and infrastructure providers, Okta provides simple and secure access to people and organizations everywhere, giving them the confidence to reach their full potential. More than 10,000 organizations, including JetBlue, Nordstrom, Siemens, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

Benefits

  • Healthcare

  • Sick pay insurance

  • Pension scheme

  • Dental