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 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.

We are seeking an experienced Staff Escalation Engineer who will join an elite team focusing on Customer-Centric Engineering. The Customer-Centric Engineering (CCE) Team consists of high-performing Engineers who bring an unwavering focus on customer success within engineering. The team ensures success by troubleshooting, debugging, and proposing fixes in our code base to the most complex customer issues escalated by our last tier of Technical Support by earning the trust of the internal engineering, support, and our customers. You'll take ownership and drive cross-functional response to critical technical incidents, acting as quarterback and customer advocate within R&D and representing the Technology organization to customers and our Support organization with timely and effective communication and collaboration. If interested, this role will have opportunities to champion the development of internal tools to improve efficiency in troubleshooting escalations.

This role requires the abilities of both Software Engineer and Tier 3 Customer Support to act as an effective interlink and understand the overall Okta infrastructure. Ideal candidates will share our passion and great pride in customer-first culture.

Job Duties and 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 

Minimum Required Knowledge, Skills, and Abilities:

• 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 resourcefulDependable, motivated, self-starter with the ability to work independentlyExperience in the Identity/IAM space is a definite plus

Education and Training:

Bachelor's Degree majoring in computer science or equivalent experience 

Additional requirements:

• This position requires the ability to access federal environments and/or have access to protected federal data.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.

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Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.   

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:$148,000—$203,500 USD The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $166,000—$227,700 USD

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.

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