Technical Support Engineer

Mexico City, Mexico
Full time
Work at office

Salary: Negotiable
Deadline: 22 Oct 202628 days left
Vacancy: Not specified
Category: Customer Support-740

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Summary

Vacancy: Not specified

Requirements

Additional Requirements

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.
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
Developing Talent and Fostering Connection + Community
We are intentional about connection. Our global community
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
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
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
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.

Responsibilities & Context

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.

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.

Key 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

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Technical Support Engineer

Summary

Requirements

Additional Requirements

Responsibilities & Context

Key Responsibilities

Skills & Expertise

Compensation & Other Benefits

Workplace

Employment Status

Job Location

How to Apply

Company Information

Report this Job / Company (রিপোর্ট)

Summary

Requirements

Additional Requirements

Responsibilities & Context

Key Responsibilities

Skills & Expertise

Compensation & Other Benefits

Workplace

Employment Status

Job Location

How to Apply

Company Information

Report this Job / Company (রিপোর্ট)

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