Senior Technical Support Engineer
Offer summary
Qualifications:
Bachelor's or master's degree in Computer Science, Management Information Systems, or a related field., Over 10 years of enterprise technical support or system administration experience, with at least 3 years in a senior role., Native Japanese language skills and business-level English proficiency., Expertise in Microsoft products, virtualization, Linux systems, networking, and identity access management solutions..Key responsibilities:
- Handle support cases, troubleshooting, and resolving customer issues.
- Provide technical guidance to help customers deploy and maintain Okta services.
- Act as a point of contact for customer matters and document product issues for engineering.
- Develop support documentation and improve support processes.
Job description
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 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.
The ideal Senior Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organisations face in implementing and integrating cloud technologies into complex IT environments across heterogeneous operating environments. The successful candidate would have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-growing, learning environment.
Job Duties and Responsibilities:
The primary responsibility of the Senior Technical Support Engineer (STSE) is to work on support cases. In addition, STSEs handle the following responsibilities.
- Provide reliable direction, both in technical and non-technical terms, to help customers integrate, deploy, and maintain the Okta service.
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
- Exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
- 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.
- Build process or troubleshooting documentation in the support knowledge base.
- Deliver against customer experience and efficiency targets.
- 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
Required Skills:
- BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
- 10+ years of enterprise technical software support, system administration or related customer facing role. With at least 3+ years in a Senior technical role.
- Native level of Japanese and business level of English
- Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, DMZ, Load balancers and IIS.
- Highly analytical in problem-solving with the ability to apply original and innovative thinking.
- Prior experience providing support to large enterprise customers preferably with customer management interaction.
- Virtualization experience, Linux systems administration, storage analysis, and troubleshooting.
- Understanding of infrastructure administration SSH and RDP and automation
- Networking experience (including routing and switching), High Availability, Cross-platform OS knowledge [Linux, Mac OS X, Windows]
- Skill in troubleshooting network problems and discussing network design as it pertains to systems
- Experience supporting Identity Access Management solutions. Experience supporting LDAP, SSO, SAML, or WS Federation
- Experience with Web Servers including Apache, IIS, and/or NGINX
- Providing Linux OS and Windows Server administration skills to maintain, manage, administer access, control, and perform upgrades of the server infrastructure supporting all business and infrastructure host.
- Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organisational abilities. Ability to remain calm, composed, and articulate when dealing with tough customer situations.
Preferred Skills:
- High level of oral and written communication skills
- Able to work under pressure and think clearly in challenging situations
- Advanced supporting Identity Access Management solutions. Experience supporting LDAP, SSO, SAML, or WS Federation
- Advanced scripting skills [BASH, Python, etc.]
- Kerberos
- Sound knowledge of Linux/Unix architectures and debugging
- Be able to write and troubleshoot scripts
- Relevant industry certifications are desired (CCNA, CCNP, AWS, RHCE, Oracle Linux OCA/OCP, Linux+, etc.)
- Experience with AWS, Microsoft Azure, and Oracle Cloud
- Salesforce or a similar CRM ticketing system
#LI-Remote
#LI-BF1
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/.
Required profile
Experience
Hard Skills
Other Skills
- Analytical Skills
- Teamwork
- Communication
- Problem Solving
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