Junior Technical Support Engineer

JOB PURPOSE:

The Senior Associate Technical Support Engineer has a growth mindset with a passion for learning, and demonstrates an intellectual curiosity. If you have technical core skills, are analytical with an attention to detail and a customer-first mentality, have the desire to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, high growth, learning environment, this role is for you.

DUTIES AND RESPONSIBILITIES:  

• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.
• With mentor support take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Provide feedback to the training and documentation organisation so that common or emerging issues can be addressed before they become serious or widespread.
• Create process or troubleshooting documentation in the support knowledge base.
• Deliver against customer experience and efficiency targets and drive for the delivery of “Best in Class” customer support.
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

 Qualifications/Skills:

• BA/BS/MS in Computer Science, Management Information Systems
• Experience in customer support, technical support, system administration or related customer facing role. 
• Skilled in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, DMZ, Load balancers and IIS. 
• Cross-platform OS knowledge [Linux, Mac OS X, Windows] 
• Exposure to troubleshooting network problems 
• Understanding of Linux OS and Windows Server administration.
• Exposure/understanding on how to maintain, manage, administer access, control and perform upgrades of the server infrastructure supporting all business and infrastructure hosts
• Basic understanding of system modifications to accommodate hardware and OS version upgrade. 
• Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment. 
• Ability to learn new technologies quickly and an ongoing passion for personal development. 
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls).
• Ability to work as a part of a team and contribute to its ongoing success. Strong analytical and organisational abilities. 
• Salesforce or a similar CRM ticketing system 

Desired Skills:

• Experience supporting SaaS/Cloud applications such as Office 365, Google Apps, Salesforce, Workday, NetSuite, Box, etc. 
• Experience supporting n-tier web applications. Basic understanding of REST APIs. MCSE with concentration in Active Directory 
• Understanding of infrastructure administration SSH and RDP and automation 
• Basic knowledge of PKI 
• Experience supporting LDAP, SSO, SAML, or WS Federation, would be a plus