Developer Support Engineer

You are a good fit for the Workforce Identity Developer Support role if you are a knowledgeable and articulate technical specialist who can recognize the difficulties faced by enterprise developers and integrators 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 sophisticated software 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 guarantee product quality.

Day in the Life:

As a Developer Support Engineer at Okta, your main focus is on ensuring customer issues are resolved. This is a customer-facing role, where you may participate in customer calls, join standup meetings, collaborate with peers, build or test use cases, engage with Engineering on potential bugs, and help your colleagues on issues where you have expertise. 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

Responsibilities:

• Provide well-thought-out and reliable advice and troubleshooting for application development with Okta with existing and prospective customers, ISVs, and developers.
• Take ownership of questions and issues, including initial troubleshooting, identification of root causes, and issue resolution.
• Write code/script to build user scenarios using Okta API and SDKs, to reproduce issues.
• Assist and educate developers integrating with Okta using OAuth, OpenID Connect, SCIM, and Okta's public APIs.
• Collect information and document bugs with Engineering for API and product issues. 
• Collaborate with cross-functional teams including Product and Documentation and provide feedback on common or emerging issues. Craft process or 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.
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
• Participate in after hours/weekend on call rotation for critical customer cases.  
• Abide by work hours of 9am - 6pm PST

Requirements:

• BA/BS/MS in Computer Science or related discipline (Preferred)
• 2+ years of experience in Customer Support, technical support, solutions/sales engineering, or software development, preferably a customer-facing role.
• Demonstrated ability to program in Javascript and one statically typed language (C#, Java)
• Expertise supporting Single Page Applications built using frameworks like React, Angular, Vue
• Expertise supporting modern web applications built using Java Spring, ASP .NET, ASP .NET Core, Node.js 
• Experience supporting REST APIs.
• Real passion for solving issues and advocating for customer success in a dynamic, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• This position requires the ability to access Impact Level 4 (IL4) data, as defined by the Department of Defense (DoD) Cloud Computing Security Requirements Guide. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.

Strongly Desired Qualifications:

• Experience with React Native, iOS, or Android Development
• Experience with packet analysis of PCAP using tools like WireShark
  
  

Additional requirements:

• This position requires the ability to access federal environments and/or have access to protected federal data.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.