Auth0 Trust Incident Manager

Okta; Chicago (IL); Hybrid; USD 75,000 - 115,000; Full time

Job summary

Join a forward-thinking company as an Auth0 Trust Incident Manager, where you'll play a crucial role in enhancing customer experiences through effective incident management. This position requires strong problem-solving skills and the ability to communicate with various organizational levels. You'll collaborate with global teams, manage incidents, and develop strategic action plans to ensure customer success. If you thrive in a fast-paced, technical environment and are passionate about delivering exceptional service, this opportunity is perfect for you.

Benefits

Flexible work arrangements

Investments in employee technologies

Comprehensive benefits package

Qualifications

• 3+ years of experience in enterprise technical support incident management.
• Strong communication and relationship management skills.

Responsibilities

• Develop and maintain incident management strategies.
• Communicate critical issues to stakeholders and manage incidents effectively.
• Train and mentor staff involved in trust communications.

Skills

Trust and P1 case handling

Enterprise technical support incident management

Relationship management

Communication skills

Customer service skills

Trend analysis

Problem-solving

Job description

Get to know Okta

Okta is The World's Identity Company. We enable everyone to safely use any technology, anywhere, on any device or app. Our Workforce and Customer Identity Clouds provide secure yet flexible access, authentication, and automation, transforming how people navigate the digital world and placing Identity at the core of business security and growth.

At Okta, we celebrate diverse perspectives and experiences. We are not seeking a perfect candidate but rather lifelong learners and individuals who can bring unique insights to improve us.

Join our team! We're building a world where Identity truly belongs to you.

Position Description:

The ideal Auth0 Trust Incident Manager is an independent problem solver who is committed to ensuring the success of Auth0 by Okta's customers and support teams. As a high-visibility role interacting with both Auth0 and Okta customers, the candidate should possess strong communication skills, business acumen, and executive presence, capable of engaging with various organizational levels to enhance the customer experience.

This role involves developing and maintaining incident management strategies, recommending improvements to processes, people, and technology based on support incidents. You will lead change initiatives, including training and communication, and continuously evaluate and update incident management protocols. Additionally, you will be responsible for crafting detailed, well-written public Trust posts in line with incident management standards.

Please note: The working hours are Wednesday-Saturday, 8 am-6 pm CT, with an on-call requirement on Fridays and Saturdays from 6 pm-8 am CT.

Job Duties and Responsibilities:

1. Collaborate with a global team of Escalation and Incident Managers.
2. Monitor online activity data for Auth0 services to identify disruptions.
3. Communicate critical issues effectively to stakeholders, including executives and sales teams.
4. Manage incidents using technical and business skills, including coordinating meetings and interpreting trends.
5. Handle customer-facing communications regarding incidents, including status updates and root cause analyses.
6. Create data-driven incident recovery plans.
7. Coordinate with Engineering and Product Management on issue resolution.
8. Develop internal partnerships across departments.
9. Approach problems holistically and develop strategic action plans.
10. Partner with engineering for timely root cause analysis.
11. Manage schedules and conduct trust event drills.
12. Train and mentor staff involved in trust and P1 communications.
13. Advocate for trust and P1 case handling within the organization.

Minimum Knowledge, Skills, and Abilities:

• Experience managing Trust and P1 case handling processes.
• At least 3 years in enterprise technical support incident management within SaaS.
• Strong relationship management, communication, and customer service skills.
• Experience implementing large-scale processes and trend analysis.
• Passion for customer success in a fast-paced, technical environment.
• Ability to work independently and collaboratively.
• Flexibility to work across time zones (NAM, JP, AP, EMEA).

Preferred Skills:

• Experience in Cloud Support or Engineering organizations.
• Strong communication skills up to VP/SVP level.
• Experience in training and mentoring employees.
• Strong analytical and organizational skills.

Applicants must reside within 50 miles of Okta's Chicago office.

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Okta is an Equal Opportunity Employer. We support flexible work arrangements and invest in technologies and benefits that empower our employees. Learn more at https://www.okta.com/company/careers/.