# Technical Support Engineer

**Company:** [Okta](https://hotfix.jobs/companies/okta)
**Location:** Mexico City, Mexico
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Networking, Wireshark, SAML, OIDC, MFA, REST APIs, Postman, PowerShell, Bash, Active Directory, Okta Universal Directory, Azure Active Directory, Jira, Microsoft 365, Tls/Pki
**Posted:** 2026-09-10

> 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.

## Job Description

## 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.

## Similar jobs

- [Clinical Support Expert](https://hotfix.jobs/jobs/5facd5c9-7606-42c8-99e7-2ef902ae7b72) - Dandy - Remote
- [Customer Support Engineer](https://hotfix.jobs/jobs/bfab0fd9-d5d8-44f4-a3aa-b9fae7f70cf2) - PlanetScale - Remote
- [Network Engineer](https://hotfix.jobs/jobs/b66481e6-bb82-4182-a119-577402978082) - CommandLink - Remote
- [Technical Support Engineer](https://hotfix.jobs/jobs/a4e5f7f6-852e-4ce2-94d4-f6d9280a8791) - ConductorOne - Remote - $120k – $140k/yr
- [Manager, Technical Services Engineering](https://hotfix.jobs/jobs/744e18fc-b99d-48d5-9cc3-9953fdec8ad1) - MongoDB - Mexico City, Mexico

**Apply:** https://hotfix.jobs/jobs/ae231781-4d93-47ab-9069-5fcf48668b19
**Canonical:** https://hotfix.jobs/jobs/ae231781-4d93-47ab-9069-5fcf48668b19