Staff Developer Support Operations Analyst

Day in the Life:

As a Staff Developer Support Operations Analyst at Okta, your primary focus will be on leveraging data and process improvements to elevate the Developer Success team's performance. You will spend your days diving into support metrics, analyzing trends in developer issues and team productivity, and identifying areas for automation and process refinement. This may involve designing and building dashboards, generating regular reports, managing and optimizing support tools, and collaborating with various internal teams to implement operational enhancements. Your objective is to ensure the Developer Support team operates with maximum efficiency, enabling them to deliver outstanding service to Okta's developer community and partners.

Responsibilities:

• Data Analysis & Reporting:

• Collect, analyze, and interpret complex developer support and ecosystem data (e.g., CSAT, SLA, NPS, AHT, resolution rates, ticket trends, backlog) to identify insights and areas for improvement.
• Design, build, and maintain operational dashboards and reports for leadership and team members, providing clear visibility into performance and key trends.
• Proactively identify and investigate anomalies or significant shifts in support and ecosystem metrics, providing root cause analysis and recommendations.

• Operations Management & Process Improvement:

• Evaluate and provide recommendations for enhancements for existing Developer Support processes and workflows, identifying inefficiencies and opportunities for optimization and automation.
• Lead or contribute to initiatives aimed at streamlining support operations, enhancing tool utilization, and improving overall team productivity.
• Own the creation and continuous improvement of comprehensive operational documentation, including process guides, best practices, and tool usage instructions.
• Collaborate with cross-functional teams (e.g., Engineering, Product, Customer Support, Tools Teams) to implement operational changes and ensure alignment with evolving needs and business priorities.

• Strategic Contribution:

• Provide data-backed recommendations to Developer Success leadership for strategic planning, resource allocation, and goal setting.
• Contribute to the development and refinement of support policies, procedures, and service level agreements (SLAs).
• Use data story telling to influence decisions at all levels, from operational tweaks to strategic direction.
• Act as a subject matter expert on Okta Developer data and operational best practices within the Developer Success organization.
• Contribute to evolving metrics, support policy, and performance frameworks in line with AI-powered support models.
• Help establish a roadmap for AI use cases in Developer Support.

Requirements:

• BA/BS in Computer Science, Business Analytics, Data Science, or a related technical discipline (Preferred).
• 5+ years of experience in an operations, business analysis, data analyst, or similar role within a technical support, customer service, or SaaS environment.
• Proven expertise in data analysis, reporting, and visualization using tools such as Tableau, Power BI, Looker, or similar.
• Strong proficiency in SQL for data extraction, manipulation, and analysis.
• Demonstrated ability to identify operational inefficiencies and drive process improvements.
• Apply basic project management principles to ensure successful implementation of operational initiatives.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication skills (written and verbal) with the ability to present complex data and insights clearly to diverse audiences, including executive leadership.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.

Strongly Desired Qualifications:

• Experience with scripting languages (e.g., Python, JavaScript) for automation or data processing.
• Familiarity with support ticketing systems and reporting tools (e.g., Salesforce Service Cloud, Tableau, Survey Monkey, Zendesk).
• Understanding of common support metrics (e.g., CSAT, NPS, FCR, AHT, backlog management).
• Experience in a developer-facing support organization.
• Ability to work across multiple timezones as a part of the Global team.
• Familiarity with and enthusiasm for applying AI/ML concepts to shape the future of data analytics and operations.