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Okta is seeking a Senior Developer Support Engineer to support and maintain customers who have implemented the Customer Identity SaaS solution. In this role, you will resolve complex technical and non-technical customer issues with speed and excellence, taking end-to-end ownership from initial troubleshooting through root cause identification and resolution.
Key responsibilities include managing support tickets operationally, building and maintaining excellent client relationships, and achieving the highest level of customer satisfaction. You will serve as the internal and external point of contact on customer issues, ensuring they are resolved expediently. You'll collaborate across departments to exceed customer expectations on response quality, timeliness, and overall experience.
You will contribute to and maintain a repository of product-area-specific knowledge, promoting a culture of team knowledge sharing and collaboration within the support organization. This role requires using business and technical analysis skills alongside knowledge of the development lifecycle to solve complex issues and promote best practices.
Required qualifications include 5+ years of technical support and/or software development experience, or 3+ years in a business or technical analyst role for medium to large-scale business software implementation projects. You must have strong analytical and problem-solving skills, with the ability to quickly context-switch between multiple complex work streams and subdivide problems into basic components to pinpoint root causes efficiently.
Technical domain expertise is essential: knowledge of software development fundamentals, HTTP, encryption, basic security concepts, authentication and authorization concepts, and one or more auth protocols (OAuth2, OIDC, SAML, WS-FED, LDAP, Azure AD). Proficiency in at least one programming language, ideally JavaScript, is required. You should be a self-starter, customer-obsessed, proactive, and committed to continuous growth and improvement.
