JOB PURPOSE :
Are you a visionary leader that likes to build and develop high performing teams? Are you both a technical wizard and a process guru?
Are you a tireless customer champion? If so, we want you as the Manager of Tier 3 Technical Support at Okta.
The Okta Customer Support Team is focused on making Okta customers, developers and partners successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high quality service they expect.
As the Tier 3 Technical Support Manager, you will have a strong technical background and in-depth knowledge of leading support practices.
You will grow, develop and motivate a team of technical experts and lead day-to-day operations of the Tier 3 Support team.
Day-to-day operations includes facilitating the resolution of the most technically challenging cases, spearheading engagement with Development Engineering, and mentoring Tier 2 Technical Support Engineers.
The ultimate outcomes you’ll be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy.
DUTIES AND RESPONSIBILITIES :
Deliver excellent partner and customer satisfaction and meet / exceed all operational and satisfaction targets.
Build tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance.
Lead engagement with the Development Engineering team, including bug reporting / resolution processes.
Lead efforts staffing Okta’s Subject Matter Expert program (ACE) for the Technical Support Team.
Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to engineers and management, as needed.
Coach and mentor Tier 2 Support Engineers via case reviews, leading daily technical advisory meetings and in 1 : 1 sessions.
Build a team and deliver against people goals, such as employee growth, retention, and satisfaction.
Ensure team readiness for supporting new products and services.
Measure, maintain and improve delivery processes to increase efficiency and customer experience.
Plan staffing requirements and hire skilled team members to meet business goals.
Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
Analyze data and surface insights from escalations to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
8+ years of experience in technical support or consulting delivery, and 2+ years in a managerial capacity.
Bachelor’s Degree, preferably in a technical discipline. Master’s degree / MBA is a plus.
A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.
Strong oral and written communication skills, and be effective at collaborating with a wide variety of individuals.
Ability to influence others, include those outside of immediate team.
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
Strong, data driven problem resolution and decision making skills.
Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
Adaptability, flexibility and the conviction to do the right thing under stress, high tension and tight deadlines.
Experience with, or understanding of, large scale software deployments.
Must be a strong leader with the ability to attract, motivate, retain and develop people.
Familiarity with security or identity management industry is a strong plus.
Strong work ethic and ability to work in a dynamic environment.
Okta Certified Administrator credential highly desired.
Okta is an Equal Opportunity Employer.