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.

JOB PURPOSE:

The Junior Technical Support Engineer has a growth mindset with a passion for learning, and demonstrates an intellectual curiosity. If you have technical core skills, are analytical with an attention to detail and a customer-first mentality, have the desire to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, high growth, learning environment, this role is for you.

DUTIES AND RESPONSIBILITIES:  

• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.
• With mentor support 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.
• Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Provide feedback to the training and documentation organisation 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 and efficiency targets and 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 and new ways to delight customers.

 QUALIFICATIONS:

• BA/BS/MS in Computer Science, Management Information Systems or similar field
• Experience in customer support, technical support, system administration or related customer facing role. 
• Skilled in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, DMZ, Load balancers and IIS. 
• Cross-platform OS knowledge [Linux, Mac OS X, Windows] 
• Exposure to troubleshooting network problems 
• Understanding of Linux OS and Windows Server administration.
• Exposure/understanding on how to maintain, manage, administer access, control and perform upgrades of the server infrastructure supporting all business and infrastructure hosts

• Basic understanding of system modifications to accommodate hardware and OS version upgrade. 
• Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment. 
• Ability to learn new technologies quickly and an ongoing passion for personal development. 
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls).
• Ability to work as a part of a team and contribute to its ongoing success. 
• Strong analytical and organisational abilities. 
• Salesforce or a similar CRM ticketing system 

 STRONGLY DESIRED SKILLS (Not Essential!):

• Experience supporting SaaS/Cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc. 
• Experience supporting n-tier web applications. Basic understanding of REST APIs. MCSE with concentration in Active Directory 2008 R2 or higher 
• Understanding of infrastructure administration SSH and RDP and automation 
• Basic knowledge of PKI 
• Experience supporting LDAP, SSO, SAML, or WS Federation, would be a plus

Okta is an Equal Opportunity Employer.

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

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging 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/.

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 participate in the job application or interview process, 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/.