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Associate Technical Support Engineer
hace 4 meses
**Get to know Okta**
Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.
Join our team We’re building a world where Identity belongs to you.
Okta's Customer Support New Grad Program is an extensive 12-month curriculum designed to offer New Grads practical, hands-on experience and thorough training, covering everything from developing business understanding to refining technical expertise. It concentrates on cultivating competencies in decision-making, technical proficiency, and collaboration. Upon successful completion, participants will seamlessly integrate into their respective permanent roles, embodying the principles and values instilled throughout their training.
Immerse yourself in our products, services, and programs by actively participating in projects that directly impact our customers
This program is geared for New Grads, between May 2023 and June 2024.
**Position Description**:
The ideal Associate Technical Support Engineer is articulate and passionate about technology, excited about continuous learning and contributing to team and customer success. This entry level position is a good fit for those that are entering cyber-security technical support. 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**:
The Associate Technical Support Engineer is the primary point of contact for all support related issues for Okta’s enterprise customers. This Engineer acts as the voice of the customer 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 security 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 specialist within support for Okta’s suite of security products.
- Contribute to and maintain a repository of security centric knowledge within support and promote a culture of team knowledge share and collaboration within the security SME team.
- 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.
- Be a continuous learner
**Ideal Skills**:
- Ability to learn new technologies quickly.
- 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.
- Prior experience in customer support, technical support, system administration, or related customer-facing roles.
- Cross-platform OS knowledge [Mac OS X, Windows (Server/Desktop), iOs and Android).
- Familiarity translating customer issues to appropriate audiences.
- Broad knowledge of, and experience in, fundamental information security concepts.
- Graduating in May/June 2024 with a Bachelor’s degree in Information Systems or related technical disciplines; equivalent related professional experience.
**Okta is an Equal Opportunity Employer.**
LI-Remote
LI-MM1
**What you can look forward to as an Okta employee**
- Amazing Benefits
- Making Social Impact
- Fostering Diversity, Equity, Inclusion and Belonging at Okta
**Okta**
- The foundation for secure connections between people and technologyOkta is committed to complying with applicable data privacy and security laws and regulations.
- From a competitive salary and employee stock purchasing plan to professional development resources and flexible PTO, Okta offers ev
