Get to know OktaOkta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core 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.

You are a highly analytical and process-oriented professional passionate about optimizing technical support operations through data-driven insights. You thrive on identifying trends, improving efficiency, and building scalable processes that enhance the overall developer support experience. You are adept at transforming complex data into actionable strategies and are eager to contribute to the strategic evolution of a world-class developer support organization.

In your capacity as a Staff Developer Support Operations Analyst, you will be instrumental in analyzing performance metrics, identifying operational bottlenecks, and implementing solutions that drive efficiency and effectiveness across the Global Okta Developer Support and the broader Developer Success team. You will collaborate closely with Developer Success leadership, engineering, and product teams to ensure our operational strategies align with business goals and contribute to an exceptional customer journey.

As a Staff Developer Support Operations Analyst at Okta, your primary focus will be on leveraging data and process improvements to elevate the Developer Success team's performance. You will spend your days diving into support metrics, analyzing trends in developer issues and team productivity, and identifying areas for automation and process refinement. This may involve designing and building dashboards, generating regular reports, managing and optimizing support tools, and collaborating with various internal teams to implement operational enhancements. Your objective is to ensure the Developer Support team operates with maximum efficiency, enabling them to deliver outstanding service to Okta's developer community and partners.

• Data Analysis & Reporting:
• Collect, analyze, and interpret complex developer support and ecosystem data (e.g., CSAT, SLA, NPS, AHT, resolution rates, ticket trends, backlog) to identify insights and areas for improvement.
• Design, build, and maintain operational dashboards and reports for leadership and team members, providing clear visibility into performance and key trends.
• Proactively identify and investigate anomalies or significant shifts in support and ecosystem metrics, providing root cause analysis and recommendations.
• Operations Management & Process Improvement:
• Evaluate and provide recommendations for enhancements for existing Developer Support processes and workflows, identifying inefficiencies and opportunities for optimization and automation.
• Lead or contribute to initiatives aimed at streamlining support operations, enhancing tool utilization, and improving overall team productivity.
• Own the creation and continuous improvement of comprehensive operational documentation, including process guides, best practices, and tool usage instructions.
• Collaborate with cross-functional teams (e.g., Engineering, Product, Customer Support, Tools Teams) to implement operational changes and ensure alignment with evolving needs and business priorities. 
• Strategic Contribution:
• Provide data-backed recommendations to Developer Success leadership for strategic planning, resource allocation, and goal setting.
• Contribute to the development and refinement of support policies, procedures, and service level agreements (SLAs).
• Use data story telling to influence decisions at all levels, from operational tweaks to strategic direction.
• Act as a subject matter expert on Okta Developer data and operational best practices within the Developer Success organization.
• Contribute to evolving metrics, support policy, and performance frameworks in line with AI-powered support models. 
• Help establish a roadmap for AI use cases in Developer Support. 

• BA/BS in Computer Science, Business Analytics, Data Science, or a related technical discipline (Preferred).
• 5+ years of experience in an operations, business analysis, data analyst, or similar role within a technical support, customer service, or SaaS environment.
• Proven expertise in data analysis, reporting, and visualization using tools such as Tableau, Power BI, Looker, or similar.
• Strong proficiency in SQL for data extraction, manipulation, and analysis.
• Demonstrated ability to identify operational inefficiencies and drive process improvements.
• Apply basic project management principles to ensure successful implementation of operational initiatives.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication skills (written and verbal) with the ability to present complex data and insights clearly to diverse audiences, including executive leadership.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.

• Experience with scripting languages (e.g., Python, JavaScript) for automation or data processing.
• Familiarity with support ticketing systems and reporting tools (e.g., Salesforce Service Cloud, Tableau, Survey Monkey, Zendesk).
• Understanding of common support metrics (e.g., CSAT, NPS, FCR, AHT, backlog management).
• Experience in a developer-facing support organization.
• Ability to work across multiple timezones as a part of the Global team. 
• Familiarity with and enthusiasm for applying AI/ML concepts to shape the future of data analytics and operations.

Location Note

This role is based in Bengaluru and follows a hybrid model, requiring you to be in the office 2-3 days a week and requires in-person onboarding.

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/.