Staff Developer Support Operations Analyst
@ Okta

Bengaluru, Karnataka, India
On Site
Posted 18 days ago

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Job Details

About Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology, anywhere, on any device or app. Our flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business security and growth.

At Okta, we celebrate diverse perspectives and experiences. We value lifelong learners who enhance our organization through unique experiences.

Role Overview

As a Staff Developer Support Operations Analyst, your role is to optimize technical support operations by analyzing performance metrics, identifying operational bottlenecks, and implementing data-driven improvements across the Global Okta Developer Support and Developer Success teams.

Day in the Life

Your day involves diving into support metrics, analyzing trends and productivity, designing dashboards, generating reports, and collaborating with cross-functional teams to enhance operational efficiency.

Responsibilities

  • Data Analysis & Reporting: Analyze support data including CSAT, SLA, NPS, AHT, resolution rates, and ticket trends.
  • Dashboard & Report Creation: Design and maintain operational dashboards and reports for leadership.
  • Operations Management & Process Improvement: Recommend enhancements to streamline workflows and drive automation.
  • Strategic Contribution: Provide data-backed recommendations to guide strategic planning and resource allocation.
  • Documentation: Develop and update process guides, best practices, and tool usage instructions.

Requirements

  • BA/BS in Computer Science, Business Analytics, Data Science, or related field.
  • 5+ years in operations, business or data analysis in technical support or SaaS environments.
  • Expertise in data analysis, reporting, and visualization tools like Tableau, Power BI, or Looker.
  • Strong proficiency in SQL.
  • Excellent problem-solving, analytical, and communication skills.

Preferred Qualifications

  • Experience with scripting languages (Python, JavaScript).
  • Familiarity with support ticketing systems (Salesforce Service Cloud, Zendesk).
  • Understanding of support metrics such as CSAT, NPS, FCR, and AHT.
  • Experience in a developer-facing support organization.
  • Enthusiasm for applying AI/ML concepts in data analytics and operations.

Location & Work Arrangement

This role is based in Bengaluru and follows a hybrid model with in-person onboarding and 2-3 days per week in-office.

Benefits & Culture

Okta offers amazing benefits, drives social impact, and fosters talent and community connection. Learn more at Okta Careers.

Key skills/competency

  • data analysis
  • SQL
  • dashboard
  • process improvement
  • support metrics
  • automation
  • reporting
  • AI/ML
  • visualization
  • operations
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How to Get Hired at Okta

🎯 Tips for Getting Hired

  • Customize your resume: Tailor your skills to Okta’s needs.
  • Showcase data expertise: Highlight SQL and analytics experience.
  • Research Okta: Understand their platforms, culture, and mission.
  • Practice behavioral questions: Prepare for scenario-based interviews.

📝 Interview Preparation Advice

Technical Preparation

Review SQL query techniques.
Practice building dashboards in Tableau.
Learn basics of Python scripting.
Study data visualization best practices.

Behavioral Questions

Describe a process improvement initiative you led.
Explain a challenging data analysis project.
Detail times you collaborated across teams.
Discuss handling operational bottlenecks effectively.

Frequently Asked Questions