Customer Identity Engineer

Overview

The Customer Identity Engineer supports customers using the Customer Identity SaaS solution by resolving technical and non-technical issues, managing support tickets, troubleshooting root causes, and improving customer experience and support processes.

What you'll do

• Support and maintain customers who have implemented the Customer Identity SaaS solution.
• Resolve technical and non-technical customer issues in a timely fashion.
• Manage support tickets operationally.
• Build and maintain excellent relationships with stakeholders and achieve the highest level of customer satisfaction.
• Work as part of the extended support team to exceed customer expectations.
• Use business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices.
• Collaborate with other departments to achieve customer satisfaction.
• Write code or scripts using Okta API and SDKs to build user scenarios and reproduce issues.
• Take end-to-end ownership of questions and issues, including initial troubleshooting, root-cause identification, and issue resolution.
• Context-switch between multiple complex work streams.
• Collect information and document bugs with Engineering for API and product issues.
• Provide feedback to the training and documentation organization so common or emerging issues can be addressed before becoming serious or widespread.
• Push creative thinking beyond existing industry-standard practices to develop process improvements.
• Subdivide problems into basic components to efficiently pinpoint root causes.
• Meet or exceed customer expectations for response quality, response timeliness, and overall customer experience.
• Deliver against customer experience and efficiency targets.
• Support customers through written communication, live chat, conference calls, and in-person interactions.
• Work independently with little direct supervision and as part of a team.
• Remain calm, composed, and articulate when dealing with tough customer situations.
• Support the platform securely.
• Provide 24/7 support in 3 shifts.

What you'll need

• 4+ years of experience in OKTA Identity Cloud platforms.
• 3+ years of experience in customer support and technical support.
• Okta Administration Certification.
• Knowledge of one or more authentication protocols or specifications: OAuth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
• Experience setting up SSO integrations between Okta and other identity systems using SAML2, OIDC, WS-Fed, and other protocols.
• Experience with Okta Workflows.
• Experience with Okta app integrations using SAML2/OIDC.
• Experience with security configurations for SPA, Web App, API, and Native Applications.
• Experience identifying identity threats and solutions.
• Expertise in SAML2 and OIDC protocols.
• Expertise in REST API and API Security.
• Experience using Okta CLI, Okta API/SDK, JavaScript, Postman, and Curl.
• Knowledge of HTTP, encryption, and basic security concepts.
• Understanding of authentication and authorization concepts.
• Excellent written and verbal communication in English.
• Customer-obsessed attitude and a customer-advocate approach, always going the extra mile.
• Team player with solid communication and presentation skills.
• Proactivity to identify opportunities and take preemptive action against potential problems.
• Continuous growth, including looking for areas of improvement, planning how to improve them, and executing those plans.
• Excellent customer service and communication skills in a variety of forms.
• Excellent analytical and organizational abilities from both a high-level and deeply granular viewpoint.
• Self-motivation and strong commitment to keeping the platform secure.

Details

• Location: Bangalore, India.
• Work 24/7 support coverage in 3 shifts.