Escalation Engineer
Okta, Inc.
San Francisco, San Jose
hace 32 días

Job Purpose :

Escalation Engineers are smoke jumpers who are passionate about making Okta’s customers wildly successful. In this role you will be an articulate and a seasoned technical guru with strong business insight and executive presence.

You should be equally comfortable working with customers to solve complex technical issues as you are at handling executive-

level customer communications.

Duties and Responsibilities :

  • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
  • Triage and resolve customer support escalations from multiple inbound channels.
  • Represent Customer Support while engaging with cross-functional teams to drive resolution of escalated issues.
  • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
  • Manage technical and executive level updates.
  • Provide technical and soft-skills mentoring to Tier 2 Support Engineers.
  • Participate in Technical Escalation On-Call rotation.
  • Qualifications :

  • BA BA / BS / MS in Computer Science, Management Information Systems, or related discipline.
  • 6+ years, enterprise technical support, system administration, professional services or related customer facing role, with at least 3 years in a senior technical role.
  • Excellent relationship management, customer service and communication skills.
  • Ability to remain calm, composed and articulate when dealing with difficult customer situations.
  • Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment.
  • Ability to quickly and accurately assess the technical aspects of a problem
  • Ability to work independently with little direct supervision and as a part of a team.
  • Excellent analytical and organizational abilities.
  • Strongly Desired Skills :

  • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
  • Experience supporting Identity Access Management solutions.
  • Experience supporting, SSO, SAML, or WS Federation.
  • Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.
  • Experience supporting n-tier web applications.
  • Experience supporting REST APIs.
  • Okta is an Equal Opportunity Employer.

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