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.
About the Role
As a Developer Support Engineer, you will serve as a key technical contact for customers using our Customer Identity SaaS platform. You will be responsible for end-to-end ownership of complex support cases, performing root-cause analysis, and delivering timely solutions to maintain high customer satisfaction. In this mid-level role, you will operate with minimal supervision, driving cross-functional collaboration and contributing actively to our internal technical knowledge base.
Key Responsibilities
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Customer Success & Support: Support and maintain enterprise clients on our Customer Identity SaaS solution, resolving complex technical and non-technical issues with urgency and precision.
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End-to-End Issue Ownership: Take full ownership of incoming support tickets from intake to resolution—performing initial troubleshooting, identifying root causes, and implementing effective solutions.
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SLA & Escalation Management: Manage support ticket operational workflows to consistently meet or exceed response quality, time-to-resolution, and customer experience SLAs.
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Cross-Functional Collaboration: Partner effectively with Engineering, Product, and Customer Success teams to resolve high-priority escalations and improve overall product usability.
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Business & Technical Analysis: Apply software lifecycle knowledge and analytical techniques to troubleshoot integration issues, identify recurring trends, and champion best practices.
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Knowledge Sharing & Continuous Improvement: Create, curate, and maintain product documentation and troubleshooting guides to foster team collaboration and knowledge sharing.
Requirements & Qualifications
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Experience: 3+ years in a Technical Support, Software Engineering, or Technical Analyst role for medium-to-large-scale software implementation projects.
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Problem-Solving Skills: Proven ability to break down complex system issues into basic components to efficiently pinpoint root causes.
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Self-Motivation & Independence: Self-starter capable of mastering complex SaaS/IAM architectures with minimal guidance and managing multiple concurrent workstreams.
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Customer Focus: A strong customer-obsessed mindset with a track record of serving as a client advocate.
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Communication: Clear verbal and written communication skills, with the ability to explain complex technical topics to non-technical stakeholders.
Technical Domain Focus
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Software Engineering Fundamentals: Solid understanding of software development cycles, REST APIs, and common web architectures.
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Web Security Concepts: Core understanding of HTTP/HTTPS, data encryption, web application security, and networking concepts.
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Identity & Access Management (IAM): Hands-on understanding of authentication, authorization, and standard identity protocols/specifications (OAuth 2.0, OIDC, SAML, WS-Fed, LDAP, Azure AD).
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Programming Skills: Proficiency in at least one modern programming language (JavaScript / Node.js preferred) for reading logs, debugging scripts, and reviewing sample code.
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