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Technical Support Engineer

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Okta

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • London

AI generated summary

  • You need 5+ years in technical support, knowledge of authentication protocols, AD, LDAP, cloud services, REST APIs, CRM tools, and strong communication skills. Experience with OS and security concepts essential.
  • You will troubleshoot customer issues, provide technical guidance, ensure timely resolutions, document bugs, maintain knowledge repositories, and advocate for customer needs.

Requirements

  • 5+ years of customer support, technical support, system administration and/or related customer-facing role.
  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.
  • Experience and underlying technical knowledge of authentication protocols such as Kerberos, SAML and OAuth/OIDC.
  • Familiarity with Networking at OSI Model Layers 4-7, and troubleshooting through the use of appropriate traffic capture tools.
  • Experience in supporting and troubleshooting Active Directory, and LDAP for on-premise and cloud-based environments, i.e.
  • Experience with troubleshooting and supporting cross domain trust and group memberships within enterprise scale Active Directory environment
  • Experience troubleshooting Active directory group policy and LDAP policies and overlays
  • Experience in supporting and troubleshooting cloud based directory services such as Azure Active Directory and emerging hosted LDAP services.
  • Experience setting up and troubleshooting LDAP binding and querying from 3rd party applications into enterprise scale LDAP environments
  • Experience with setup, administration and support of Office 365 in an enterprise environment with a focus on 3rd party attribute sourcing and authentication federation.
  • Extensive experience in troubleshooting REST API.
  • A familiarity with Powershell and working knowledge of SQL.
  • Cross-platform OS knowledge Mac OS X, Linux and Windows (Server/Desktop)
  • Experience with installation and configuration of applications within different Linux distributions.
  • 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.

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 customer to ensure technical support and best practice guidance are provided within published SLAs.
  • Take end-to-end ownership of customer issues, including initial troubleshooting, reproduction, 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 a 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.

FAQs

What is the role of a Technical Support Engineer at Okta?

The Technical Support Engineer acts as the primary point of contact for all support-related issues for Okta’s enterprise customers, taking end-to-end ownership of customer issues and ensuring technical support and best practice guidance within published SLAs.

What qualifications are required for this position?

A BA/BS/MS in Computer Science, Management Information Systems, or a related discipline is required, along with 5+ years of customer support or technical support experience.

What technical skills are preferred for this role?

Preferred skills include knowledge of authentication protocols like Kerberos, SAML, OAuth/OIDC, experience with Active Directory and LDAP, troubleshooting REST APIs, and familiarity with Powershell and SQL.

What kind of experience is necessary for this position?

Candidates should have experience in customer-facing roles, troubleshooting in enterprise environments, and providing support to large enterprise customers.

Are there any desired skills for applicants?

Yes, experience in setting up and troubleshooting SharePoint Claims providers in enterprise-scale SharePoint farms is a desired skill.

How does Okta promote a positive work environment?

Okta cultivates a dynamic work environment by providing the best tools, technology, and benefits, allowing employees to work in a setting that suits their unique needs.

What benefits does Okta offer to its full-time employees?

Full-time employees at Okta can look forward to amazing benefits, opportunities for social impact, and development of talent through connection and community.

Is prior experience with Salesforce or similar CRM systems required?

Yes, experience documenting customer issues via Salesforce or a similar CRM ticketing system is required.

Does Okta have a commitment to diversity and inclusion?

Yes, Okta is an Equal Opportunity Employer, and they are committed to considering applicants regardless of various protected statuses.

Is there room for professional development within the role?

Yes, Okta encourages lifelong learning and personal growth, aiming to make their employees better through unique experiences and continuous development.

Does this role require traveling?

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

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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