Technical Support Engineer
Provides end-to-end technical support for enterprise customers integrating and operating Okta identity products across cloud and on-premises environments. The role requires at least five years of technical support or systems administration experience, strong networking and authentication knowledge, and excellent customer communication.
About the job
Responsibilities
- Serve as the primary technical support contact for enterprise customers and provide guidance within published SLAs.
- Own customer issues end to end, including troubleshooting, root-cause identification, resolution, and customer communication.
- Help customers integrate, deploy, configure, and maintain Okta products in cloud, on-premises, and hosted environments.
- Investigate application, network, directory, and authentication issues using appropriate diagnostic tools and logs.
- Document product bugs and customer-impacting issues for Engineering through JIRA or similar systems.
- Act as a subject matter expert on Okta products and contribute to internal knowledge repositories, knowledge-base articles, demonstrations, and learning sessions.
- Advocate for customers, provide high-quality case documentation, and drive process improvements.
Requirements
- 5+ years of customer support, technical support, systems administration, or a related customer-facing technical role.
- BA/BS/MS in Computer Science, Management Information Systems, or a related discipline, or equivalent professional experience.
- Networking knowledge across OSI Layers 3–7 and experience using tools such as HAR/Fiddler, Packet/Wireshark, application logs, and SIEM logs.
- Troubleshooting experience with TCP/IP, DNS, TLS, certificates/PKI, HTTP servers, and web browsers.
- Familiarity with MFA, federation, and SSO technologies, including SAML/WS-Fed, OIDC, Okta, Ping Identity, and ADFS.
- Familiarity with zero-trust environments and cloud-based directory services, including Okta Universal Directory and Azure Active Directory.
- Experience working with REST APIs using cURL, Postman, SoapUI, or similar tools.
- Basic knowledge of PowerShell, command prompt, Bash, and common command-line tools.
- Experience configuring enterprise applications in cloud and on-premises environments.
- Experience troubleshooting desktop applications across Windows, macOS, and Linux.
- Familiarity with on-premises Active Directory.
- Strong customer service, relationship management, written communication, and verbal communication skills.
- Ability to work independently and collaboratively, remain composed in difficult customer situations, and create clear case documentation in systems such as Salesforce, JIRA, or ServiceNow.
- Experience translating customer issues into engineering-focused bug reports.
- Experience supporting large enterprise customers, preferably with customer management interaction.
Preferred Qualifications
- Network+, Security+, Cisco CCNA, CISSP, or related certifications.
- Microsoft certifications related to Azure, Microsoft 365, Windows, or Windows Server.
- Experience administering and supporting Microsoft 365 in enterprise environments, including federation, Autopilot, and Windows Hello.
- AWS, Google Cloud, or Microsoft cloud certifications.
Skills
Networking, Wireshark, SAML, OIDC, MFA, REST APIs, Postman, PowerShell, Bash, Active Directory, Okta Universal Directory, Azure Active Directory, Jira, Microsoft 365, Tls/Pki
Similar jobs
Support Engineering jobs
Dandy
Mexico
Provides bilingual clinical and technical support to dental professionals, resolving complex cases, advising on treatment planning, and liaising with laboratories. The role also leads quality reviews, coaching, knowledge management, and process improvements for Mexican and North American customers.
PlanetScale
Remote
Supports developers and businesses using PlanetScale by troubleshooting production application and database issues, improving documentation, and translating recurring customer pain into product and process improvements. Requires SQL knowledge, programming experience, and strong technical communication.
CommandLink
ArgentinaSupports and delivers managed network services for business customers, troubleshooting SD-WAN, circuits, VoIP, VPNs, routers, and firewalls. Requires 3–5 years of networking experience, strong routing and firewall knowledge, and preferably CCNA or CCNP certification.
ConductorOne
Remote
Provides hands-on technical support for a SaaS identity and security platform, troubleshooting integrations, APIs, containers, and hybrid deployments while guiding customers and collaborating cross-functionally. Requires 3+ years in technical support, solutions engineering, or DevOps.
MongoDB
Mexico City, Mexico
Leads and scales a regional MongoDB Technical Services support team, combining people management, complex customer escalations, database troubleshooting, and AI-native operational improvements. Requires at least five years of technical support leadership experience and strong customer, engineering, and sales collaboration.