Senior Developer Support Engineer
Okta · Bengaluru, Karnataka, India
- On site
- Full-time
- $120,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Support Okta's Customer Identity SaaS solution.
- Resolve technical and non-technical customer issues.
- Build strong client relationships and ensure satisfaction.
- Take ownership of issues from troubleshooting to resolution.
- Collaborate with teams for customer success.
About the role
About Okta
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.
Responsibilities
- Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion.
- Operational management of Support tickets.
- Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
- Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
- Exceed customer expectations on response quality, timeliness of responses and overall customer experience.
- Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
- Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.
- Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices.
- Collaborate with other departments in the company to achieve customer satisfaction.
- Contribute to and maintain a repository of product area specific knowledge and promote a culture of team knowledge sharing and collaboration within Support.
Requirements
- 5 years+ of technical support and/or software development OR 3 years+ of solid experience in a business or technical analyst role for medium to large scale business software implementation projects.
- Strong analytical and problem-solving skills.
- Self-starter — able to come up to speed on complex, difficult concepts with minimal assistance.
- Ability to quickly context-switch between multiple complex work streams.
- Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues.
- Customer-obsessed attitude — a customer advocate, always going the extra mile.
- Team player with solid communication and presentation skills.
- Proactivity — identify opportunities and take preemptive action against potential problems.
- Continuous growth — permanently look for areas of improvement, make plans on how to improve them, and execute those plans.
Technical Domain Focus
- Knowledge of software development fundamentals and common architectures.
- Knowledge of HTTP, encryption, basic security concepts.
- Understanding of authentication and authorization concepts.
- Knowledge of one or more auth protocols/specifications: Oauth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
- Proficient in at least one programming language; ideally JavaScript.
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.
Equal Opportunity Employer
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.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.
Key skills/competency
- Senior Developer Support Engineer
- Customer Identity SaaS
- Technical Support
- Software Development
- Business Analysis
- Technical Analysis
- Troubleshooting
- Root Cause Analysis
- Customer Satisfaction
- Authentication and Authorization
Skills & topics
- Senior Developer Support Engineer
- Customer Identity
- SaaS Support
- Technical Support
- Software Development
- JavaScript
- Oauth2
- OIDC
- SAML
- Troubleshooting
- Identity Management
How to get hired
- Tailor your resume: Highlight your 5+ years in technical support/development or 3+ years in business/technical analysis, emphasizing relevant skills like troubleshooting, customer relations, and knowledge of authentication protocols.
- Showcase analytical skills: Demonstrate your problem-solving abilities and your capacity to quickly grasp complex concepts and context-switch between work streams.
- Emphasize customer-centricity: Prove your customer-obsessed attitude, highlighting instances where you've gone the extra mile to ensure customer satisfaction and advocacy.
- Prepare for technical questions: Be ready to discuss your understanding of software development fundamentals, HTTP, security concepts, authentication/authorization, and ideally JavaScript.
- Demonstrate proactivity: Showcase your ability to identify potential problems and take preemptive action, along with a commitment to continuous growth and improvement.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key technical skills required for the Senior Developer Support Engineer role at Okta?
- The Senior Developer Support Engineer role at Okta requires a strong understanding of software development fundamentals, common architectures, HTTP, encryption, and basic security concepts. Knowledge of authentication and authorization concepts, along with familiarity with protocols like Oauth2, OIDC, SAML, WS-FED, LDAP, and Azure AD, is crucial. Proficiency in at least one programming language, ideally JavaScript, is also a key requirement.
- How does Okta foster a supportive and collaborative work environment for its support team?
- Okta emphasizes collaboration and knowledge sharing within its support team. They encourage a startup atmosphere where team members do 'whatever it takes' to exceed customer expectations. The company also fosters a culture of continuous growth, encouraging employees to identify areas for improvement and execute plans to enhance them. There's a focus on building strong internal relationships and contributing to a shared knowledge repository.
- What is expected in terms of customer interaction and relationship management for this role?
- For the Senior Developer Support Engineer position, building and maintaining excellent relationships with clients is paramount to achieving the highest level of customer satisfaction. You will be expected to exceed customer expectations in response quality and timeliness, serving as a primary point of contact for both internal and external stakeholders to ensure swift resolution of issues.
- How much experience is needed to be considered for the Senior Developer Support Engineer position at Okta?
- Okta is looking for candidates with at least 5 years of technical support and/or software development experience. Alternatively, 3 years of solid experience in a business or technical analyst role for medium to large-scale business software implementation projects would be considered.
- Does Okta offer opportunities for professional development and growth within the Senior Developer Support Engineer role?
- Yes, Okta promotes a culture of continuous growth. The company encourages employees to perpetually seek areas for improvement, develop plans for enhancement, and actively execute those plans. This commitment to growth is a core part of the Okta experience, aiming to develop talent and foster connection within its global community.
- What kind of problem-solving approach is valued at Okta for this role?
- Okta highly values strong analytical and problem-solving skills. Candidates should possess an instinctive ability to break down complex problems into basic components to efficiently pinpoint root causes. Being a self-starter, able to quickly grasp difficult concepts with minimal assistance, is also essential.