Secure Every Identity, from AI to Human
Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.
This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
Position Description:
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 stores. You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-growing, learning environment.
Job Duties and Responsibilities:
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.
- Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.
- Collect information and document bugs with Engineering for product issues that are impacting customers.
- Function as a subject matter expert within support for Okta’s suite of products
- Contribute to and maintain repository of knowledge within support and promote a culture of team knowledge share and collaboration within the directories product support group
- Stay up to date on emerging technologies, industry trends and best practices around the most common directory solutions and Okta’s interlock with them
- Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.
- Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
Required Skills:
- 5+ years of customer support, technical support, system administration, or related customer-facing role
- 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, SIEM logs, etc.)
- 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
- Familiarity with federation/SSO technologies and applications (SAML/WS-Fed, OIDC, and products like Okta, Ping Identity, ADFS, etc.)
- Familiarity with products and services used in a zero-trust modelled environment
- Experience working with RESTful services via APIs with appropriate tools (cURL, Postman, SoapUI or similar)
- Basic knowledge with Powershell/cmd, Bash, and common command-line tools
- Certifications such as Network+, Security+, Cisco CCNA, CISSP
- Experience with configuring enterprise applications in cloud and on-prem environments
- Experience with troubleshooting desktop applications across Windows, Mac OS, and Linux
- Familiarity with cloud based directory services (Okta Universal Directory, Azure Active Directory)
- Familiarity with Active Directory in on-premise environments
- Excellent relationship management, 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. Ability to remain calm, composed, and articulate when dealing with tough customer situations.
- Ability to provide high quality notes and documentation when tracking work in a ticketing/case management system (Salesforce, Jira, Service-Now, etc.)
- Ability to provide high quality knowledge transfer, such as creating or updating knowledgebase articles, giving demonstrations, learning session presentations, etc.
- Experience translating customer issues into engineering centric reports via JIRA or other bug reporting systems
- Prior experience providing support to large enterprise customers preferably with customer management interaction.
Bonus Preferred:
- Microsoft certifications related to Azure, Office 365, Windows, Windows Server
- Experience with setup, administration, and support of Office 365 in an enterprise environment with a focus on federation, and features like Autopilot, Windows Hello
- AWS/Google/Microsoft cloud certifications
#P7997_3101360
#LI-Hybrid
The Okta Experience
- Supporting Your Well-Being
- Driving Social Impact
- Developing Talent and Fostering Connection + Community
We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.
Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.
If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.
Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.
Skills Required
- 5+ years of customer support, technical support, system administration, or related customer-facing experience
- Bachelor’s, master’s, or equivalent relevant professional experience in Computer Science, Management Information Systems, or a related discipline
- Familiarity with OSI Model Layers 3–7 and troubleshooting tools such as HAR, Fiddler, Packet, and Wireshark captures
- Basic troubleshooting knowledge of TCP/IP, DNS, TLS, certificates/PKI, HTTP servers, and web browsers
- Familiarity with multifactor authentication technologies
- Familiarity with federation and SSO technologies including SAML, WS-Fed, OIDC, Okta, Ping Identity, and ADFS
- Familiarity with zero-trust environments
- Experience working with RESTful services and tools such as cURL, Postman, or SoapUI
- Basic knowledge of PowerShell, command prompt, Bash, and common command-line tools
- Certifications such as Network+, Security+, Cisco CCNA, or CISSP
- Experience configuring enterprise applications in cloud and on-premises environments
- Experience troubleshooting desktop applications across Windows, macOS, and Linux
- Familiarity with cloud directory services including Okta Universal Directory and Azure Active Directory
- Familiarity with on-premises Active Directory
- Excellent relationship management, customer service, written, verbal, live chat, conference call, and in-person communication skills
- Ability to work independently and collaboratively, analyze and organize information, and remain composed during difficult customer situations
- Ability to document work in ticketing or case-management systems such as Salesforce, Jira, or ServiceNow
- Ability to create knowledge-base articles, deliver demonstrations, and conduct knowledge-transfer sessions
- Experience translating customer issues into engineering reports using Jira or similar bug-reporting systems
- Experience supporting large enterprise customers and interacting with customer management
- Microsoft certifications related to Azure, Office 365, Windows, or Windows Server
- Enterprise Office 365 setup, administration, and support experience, including federation, Autopilot, or Windows Hello
- AWS, Google Cloud, or Microsoft Azure certifications
Okta Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Okta and has not been reviewed or approved by Okta.
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Healthcare Strength — Health coverage spans medical, dental, vision, mental-health support, and income protection, complemented by preventive care options and wellness resources. These elements indicate robust coverage for both routine needs and more complex situations.
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Parental & Family Support — Policies include paid parental leave, adoption and surrogacy assistance, and fertility and family‑building benefits. Caregiving resources and flexible arrangements help employees navigate family responsibilities.
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Leave & Time Off Breadth — Flexible or unlimited PTO, separate sick time, paid holidays, and a company Wellbeing Week provide multiple avenues for time away. This breadth supports rest, recovery, and work‑life balance.
Okta Insights
What We Do
Okta is the leading independent identity provider. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With more than 7,000 pre-built integrations to applications and infrastructure providers, Okta provides simple and secure access to people and organizations everywhere, giving them the confidence to reach their full potential. More than 10,000 organizations, including JetBlue, Nordstrom, Siemens, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.
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