Position Description :
We are looking for an experienced Software Engineer who will join a new elite team that focuses on Customer Centric Engineering.
This position, as part of Engineering, ensures customer success by troubleshooting, debugging, and proposing 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.
This role requires the abilities of both Tier 3 Customer Support and Software Engineer to act as an effective interlink and be able to understand the overall Okta infrastructure.
Ideal candidate will share our passion and great pride in customer first culture.
Job Duties and Responsibilities :
Troubleshoot, debug, and propose bug fixes or architectural changes (within Okta or with regard to customer side integration or customization)
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
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
Identify opportunities to propose new troubleshooting or performance analysis tools for production operations staff
Participate in after-hours on-call rotation for critical customer escalations
Minimum REQUIRED Knowledge, Skills, and Abilities :
3 years of industry experience working in a large scale, multi-tenant production environment
1+ years experience in a Customer Centric Engineering or sustaining team role
2+ Experience of working with Internet development technologies (e.g Java, MySQL, Tomcat, Springboot, REST)
Action oriented with strong analytical, and problem solving skills
Highly adaptable, fast learner, and resourceful
Dependable, motivated, self-starter with the ability to work independently
Experience in the Identity space is a definite plus
Education and Training :
Bachelors Degree majoring in computer science or equivalent