Technical Support Engineer

Okta, Inc.; London; Hybrid; GBP 30,000 - 60,000; Full time

Job summary

An established industry player seeks a Technical Support Engineer to join their dynamic team. In this role, you will leverage your technical expertise and customer-first mentality to assist clients in integrating and deploying cloud technologies. You will take ownership of customer issues, ensuring timely and effective resolutions while maintaining exceptional service standards. The company fosters a flexible work environment, allowing you to thrive in a setting that suits your unique needs. If you are passionate about solving customer challenges and driving improvements in service delivery, this opportunity is perfect for you.

Benefits

Amazing Benefits

Making Social Impact

Fostering Diversity, Equity, Inclusion and Belonging

Qualifications

• Significant experience in customer support, especially for large enterprises.
• Ability to learn new technologies quickly and advocate for customer success.

Responsibilities

• Provide reliable direction to help customers integrate and maintain Okta services.
• Take ownership of customer issues from troubleshooting to resolution.

Skills

Customer support

Technical support

System administration

Analytical skills

Communication skills

Problem-solving

Relationship management

Education

Experience in customer-facing roles

Tools

Salesforce

Microsoft Windows Server

Linux

Active Directory

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 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 Technical Support Engineer is an articulate and seasoned technical guru who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments across heterogeneous operating environments. If you have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and 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.
• 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 organization 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:

• Significant experience of customer support, technical support, system administration or related customer facing role.
• Proven experience in a Customer support role for large enterprise customers (for example fortune 500 customers)
• Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
• Ability to learn new technologies quickly. Excellent relationship management, customer service and communication skills in 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.
• Salesforce or a similar CRM ticketing system.

Experience with any combination of the following (Not all required):

• Expertise 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]
• Skill in troubleshooting network problems and discussing network design as it pertains to systems.
• 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.
• Installing and hardening Linux operating systems and for applying security and recommended patches on a regularly scheduled basis.
• Performing system modifications to accommodate hardware and OS version upgrade.

DESIRABLE SKILLS:

• Experience supporting Identity Access Management solutions. Experience supporting LDAP, SSO, SAML, or WS Federation.
• Experience supporting SaaS/Cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
• Experience supporting n-tier web applications. Experience supporting REST APIs. MCSE with concentration in Active Directory 2008 R2 or higher.
• Basic scripting skills [BASH, Python, etc.]
• Understanding of infrastructure administration SSH and RDP and automation.
• Sound knowledge of Linux/Unix architectures and debugging.
• Basic knowledge of PKI.
• Certifications: Okta Certified Profession and Okta Certified Administrator, MCSE, AWS and/or Azure certifications.
• In addition to English written/spoken language skills, French and/or German Language skills are also desirable.

Okta is an Equal Opportunity Employer.

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta. More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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#LI-Hybrid

What you can look forward to as a 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.

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.