Developer Support Engineer

You are a knowledgeable specialist who can articulate technical aspects eloquently and recognize the difficulties faced by developers when integrating various services into unique apps. You are extremely passionate about assisting Okta's clients and partners in utilizing our scalable, secure identity platform.

You will be in charge of offering technical assistance to our clients, including debugging and resolving Developer and ISV Partner issues, in your capacity as a Developer Support Engineer. Also, you will collaborate directly with our product development peers to spot recurring problems, deal with them, and contribute to overall product quality.

As a Developer Support Engineer at Okta, your focus is on ensuring customer issues are resolved. In this customer-facing role, you may participate in customer calls, join standup/office hours meetings, collaborate with peers, build or test use cases. Additionally, you will engage with Engineering on potential bugs, and peer with your colleagues to troubleshoot complex issues. Your objective is to deliver exceptional technical support and troubleshooting to clients and partners, predominantly developers, utilizing the Okta platform while maintaining outstanding customer service. You will be working from 9 AM - 6 PM in the Indian Standard timezone from Monday - Friday.

Work Mode

Note

• Provide well-thought-out and reliable advice and troubleshooting for application development with Okta with existing and prospective customers, ISVs, and developers.
• Perform initial troubleshooting, identification of root causes, and issue resolution ensuring end-to-end ownership of questions and issues.
• Help our customers and developers understand how Okta works, and the various technical use cases of the platform. Collect information and document bugs with Engineering for API and product issues.
• Write code/script to test user scenarios using Okta API and SDKs.
• Collaborate with cross-functional teams including Product and Documentation and provide feedback on common or emerging issues.
• Craft troubleshooting documentation in the support knowledge base.
• Engage and respond to the Okta developer community through Stack Overflow, forums, etc.
• Deliver against customer experience targets.

• BA/BS in Computer Science, Management Information Systems, or related discipline.
• 3+ years of experience in Customer Support, technical support, solutions/sales engineering, or software development, preferably a customer-facing role.
• Experience supporting REST APIs.
• Demonstrated ability to program in Javascript and one statically typed (C++, .NET, Java) and one dynamically typed language (Python, Ruby, PHP, JavaScript.)
• Expertise supporting both classic and modern web stacks (e.g., JSP, Rails, Django/Flask, Node.js, ASP.NET.)
• Real passion for solving issues and advocating for their success, in a dynamic, highly technical environment. You are passionate about developer topics, and enjoy helping others solve problems.
• Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team.
• Excellent analytical and organizational abilities.
• You are known to be a strong contributor and a collaborator who takes initiative and is willing to take up new tasks as required by the organization.
• Able to work 9 AM - 6 PM in the Indian Standard timezone from Monday - Friday.
• Able to work on-call for off-shift coverage on a rotational basis.

• Experience supporting Identity Access Management solutions.
• Experience supporting OIDC or SAML integrations.
• Experience supporting Mobile applications.
• Experience with packet analysis of PCAP using tools like WireShark and network related hands on experience.
• Experience supporting cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc.