The ideal Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into their existing on-premise or hosted user… A Technical Support Engineer is the primary point of contact for all support related issues for Okta’s enterprise customers.
A TSE acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs.
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.
Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy, and maintain Okta’s suite of products.
BA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.
Familiarity with networking at OSI Model Layers 3-7, and troubleshooting through use of appropriate tools (HAR/Fiddler captures, Packet/Wireshark captures, Reviewing application logs…
Basic ability troubleshooting common protocols and services for cloud-based services (TCP/IP, DNS, TLS, certificates/PKI, HTTP servers, Web browsers, etc.).
Familiarity with various Multi-factor authentication (MFA) technologies.
Experience: Mid-level · 5+ years
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