Senior Developer Support Engineer

As a Senior Developer Support Engineer at Okta, your main focus is on ensuring customer issues are resolved. This is a customer-facing role, where you may participate in customer calls, join standup meetings, collaborate with peers, build or test use cases, engage with Engineering on potential bugs, and help your colleagues on issues where you have expertise. Your objective is to deliver exceptional technical support and troubleshooting to clients and partners, predominantly developers, utilizing the Okta platform while maintaining outstanding customer service.

Responsibilities:

• Provide well-thought-out and reliable advice and troubleshooting for application development with Okta with existing and prospective customers, ISVs, and developers.
• Take end-to-end ownership of questions and issues, including initial troubleshooting, identification of root causes, and issue resolution.
• Write code/script to build user scenarios using Okta API and SDKs, to reproduce issues.
• Help developers understand how Okta works, and the various technical use cases of the platform. Collect information and document bugs with Engineering for API and product issues.
• Collaborate with cross-functional teams including Product and Documentation and provide feedback on common or emerging issues. Craft process or troubleshooting documentation in the support knowledge base. Engage and respond to the Okta developer community through Stack Overflow, forums, etc. Deliver against customer experience targets.
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
  
  

Requirements:

• BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
• 5+ years of experience in Customer Support, technical support, or software development preferably a customer-facing role.
• Experience working on cloud applications.
• Demonstrated ability to program in one statically typed (C++, .NET, Java) and one dynamically typed language (Python, Ruby, PHP, JavaScript.)
• Expertise supporting both classic and modern web stacks (e.g., JSP, Rails, Django/Flask, Node.js, ASP.NET.)
• Experience supporting REST APIs.
• Real passion for solving issues and advocating for their success, in a dynamic, highly technical environment.
• Should be willing to be a part of on-call rotation during weekends on a rotational basis.
• Ability to learn new technologies quickly.
• Excellent customer service and communication skills in a 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.
• You are known to be a strong contributor and a collaborator who takes initiative and is willing to take up new tasks as required by the organization.
• You are passionate about developer topics, and enjoy helping others solve problems.
• You are always learning and curious, keeping up to date with developer trends - a plus if you are a trendsetter yourself.
• Ability to mentor and guide the team in resolving complex challenges.

Strongly Desired Qualifications:

• Experience supporting Identity Access Management solutions.
• Experience supporting LDAP, SSO, SAML, or WS Federation.
• Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
• Experience supporting n-tier web applications.