Okta is hiring an

Escalation Engineer

San Francisco, United States
Full-Time

Title of Position:  Escalation Engineer

Role located in:  San Francisco Headquarters

Reports To:  Senior Escalation Manager

ABOUT OKTA:

Okta is the foundation for secure connections between people and technology. By harnessing the power of the cloud, Okta allows people to access applications on any device at any time, while still enforcing strong security protections. It integrates directly with an organization’s existing directories and identity systems, as well as 4,000+ applications.

Because Okta runs on an integrated platform, organizations can implement the service quickly at large scale and low total cost.

Thousands of customers, including Adobe, Allergan, Chiquita, LinkedIn, and Western Union, trust Okta to help their organizations work faster, boost revenue, and stay secure.

Okta is backed by leading venture investors, including Andreessen Horowitz, Khosla Ventures, and Sequoia Capital. Okta’s 2,000+ customers include some of the largest and most prominent brands across a wide variety of industries, including Adobe, Allergan, LinkedIn, MGM Resorts International, and Western Union. Okta is headquartered in the SOMA area of San Francisco, CA.

Position Description:

The ideal Escalation Engineering candidate is a “smoke jumper” who is driven by going the distance to make Okta’s customers wildly successful.  The ideal candidate is articulate and a seasoned technical expert with strong business acumen and executive presence.  Candidates must be equally adept at working with customers to solve complex technical issues as well as managing technical and executive-level customer communications. 

Job Duties and Responsibilities Include:

  • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
  • Triage and Resolve Customer Support Escalations from multiple inbound channels
  • Represent Customer Support while engaging with cross-functional teams to drive resolution of escalated issues.
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Manage technical and executive level updates
  • Provide technical and soft-skills mentoring to Tier 2 Support Engineers.
  • Participate in Technical Escalation On-Call rotation. 

Minimum REQUIRED Knowledge, Skills, and Abilities:

  • BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
  • 8+ years, enterprise technical support, system administration, professional services or related customer facing role, with at least 3 years in a senior technical role.
  • Excellent relationship management, customer service and communication skills.
  • Ability to remain calm, composed and articulate when dealing with difficult customer situations.
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
  • Ability to quickly and accurately assess the technical aspects of a problem
  • Ability to work independently with little direct supervision and as a part of a team.
  • Outstanding analytical and organizational abilities.

Strongly Desired Knowledge, Skills, and Abilities::

  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
  • Experience supporting Identity Access Management solutions
  • Experience supporting, 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
  • Experience supporting REST APIs 

Okta is an Equal Opportunity Employer.

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