Customer Centric Engineer, Directories
Okta, Inc.
San Francisco, San Jose
hace 9 días

Position Description :

We are looking for somebody with extensive experience and mastery of Active Directory, LDAP, Azure AD and Office 365. You are an expert in these technologies and will have deeper engagement in handling customer escalations related to Directories and Microsoft technologies.

As part of a new, elite team that focuses on Customer Centric Engineering you will ensure customer success by working closely with Tier 3 support and customers to troubleshoot and propose fixes / workarounds to the most complex customer issues escalated by the last tier of Support.

You will work closely with other teams in engineering and Customer Support to respond to critical technical incidents and act as customer advocate within R&D, focusing on the critical area of Directories.

You may have been a seasoned IT / Windows Administrator, Azure Administrator, Microsoft Field Engineer or an AD consultant in your past life.

This role requires the abilities of both Tier 3 Customer Support and expertise of Microsoft related directories to act as an effective interlink between Support, Customer and Engineering.

Ideal candidate will share our passion and great pride in customer first culture.

Okta integrates authentication and synchronization services with on-premises 3rd-party directories (e.g. LDAP and Active Directory) and Microsoft Apps like Office 365.

The quality of these integrations is a strategic differentiator for Okta and accounts for a huge share of how customers get value from our product.

Job Duties and Responsibilities :

  • Setup reproduction of customer reported issues by gathering essential data, understanding their environment and setup
  • Troubleshoot and propose bug fixes or architectural changes (within Okta or with regard to customer side integration or customization).
  • This role will initially be focused on Directory integrations and Office 365 but will expand to other product areas.

  • Work closely with Dev teams to propose fixes or design changes
  • Understand customer use cases, work with support and escalation teams closely to be an effective liaison between engineering and support
  • Identify opportunities and propose new troubleshooting or performance analysis tools for production operations staff
  • Take complete ownership and follow-up on escalations
  • Provide summary on status of various cases that are escalated to engineering
  • Collaborate cross-functionally to solve hard technical problems
  • Mentor and coach junior team members as we build out the team
  • Participate in after-hours on-call rotation for critical customer escalations
  • Minimum required Knowledge, Skills, and Abilities :

  • 3+ years experience as a Microsoft Field / support engineer, focused on AD / LDAP / Azure AD, Microsoft Solutions Consultant, IT / Azure Administrator or Quality Engineer in Microsoft Directory Services
  • 1+ Experience in a customer facing role
  • Action oriented with strong organizational, analytical, and problem-solving skills
  • Highly adaptable, fast learner, and resourceful
  • Proven experience in large scale, multi-tenant production environment
  • Dependable, motivated, self-starter with the ability to work independently
  • Experience in the Identity space is a definite plus
  • Education and Training :

  • Bachelors Degree with Computer Science, IT or related field as a major
  • Okta is an Equal Opportunity Employer.

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